Philadelphia Gas Works

Supervisor - Dispute Resolution Unit

Customer Review Department
Employment Status
Regular/Full Time
Customer Service/Support
Job Locations
ADP Department #
Customer Review Department [21]


Philadelphia Gas Works 


Looking for a challenge and ready to light up your career? 


The Philadelphia Gas Works (PGW) is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers.  From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today.  As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth.  PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.  


Make a difference in your future – Become part of the PGW Team!


Supervisor - Dispute Resolution Unit

City of Philadelphia - Philadelphia County Residency Requirement within 12 months of hire


Free Health Insurance – Free Dental Insurance – Pension Plan – Free Parking – Wellness Programs




Dispute Resolution Administration


Maintain tracking system for all incoming and completed work assignments providing regular weekly, monthly and ad hoc reports as requested; provides statistical analysis of types of complaints, resolutions and unsettled issues.


Personnel Management


Coordinate union subordinate work activities by developing project timelines, milestones and analyzing impact, prioritizing activities, making work assignments, monitoring projects, and providing direction and assistance as needed.


Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable; assists in first step grievances.


Evaluate and meet with subordinates to discuss work performance providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.


Finance & Accounting


Participate in annual budget preparation as needed or requested.  


Other Related Functions


Perform other special projects and assignments as directed.




Associates’ degree in Business Administration, Accounting or other related field of study.

3 to 5 years of directly related experience working in the utility industry

Union supervisory experience strongly preferred

Must have knowledge of the Public Utility Commission Chapter 56, Chapter 14, federal, state and local regulations governing low income programs and PGW’ Gas Tariff. 

Experience handling escalated customer complaints within mandated timeframes

Must have leadership ability with willingness to lead, take charge, and offer opinions in order to provide guidance and motivate subordinate employees to apply and effective and efficient customer-service oriented approach their daily responsibilities

Must have knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building and personnel management

Must have verbal and written communication skills with the ability to effectively interact with all levels of employees, irate customers and other public agencies/officials in delicate, pressure situations

Must be proficient in the use of Microsoft Office, PGW Legacy CICS Billing System, Kubra Bill Print System, PGW Interactive website

Must have problem solving and analytical skills with the ability develop creative solutions to delicate issues

Must have organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines

Residency RequirementAll employees of the Philadelphia Gas Works (PGW) must live in the City of Philadelphia for the duration of their employment. If a candidate does not live in the City of Philadelphia at the time of hire, he/she must move into the city within twelve (12) months of his/her hire date.


We offer a strong benefit package that includes free basic health and dental insurance.   PGW is proud to be an Equal Opportunity and Affirmative Action Employer, M/F/D/VAAP/EEO. 


Location: 800 W Montgomery Ave, Philadelphia, PA 19122


While we appreciate all responses, only those who are uniquely qualified will be contacted.


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