6449 - Supervisor Customer Service Job at Portland General Electric
Portland General Electric Tualatin, OR 97062
$101,925 - $169,875 a year
At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.
Supervisor, Customer Service
This is an exciting time to join Portland General Electric. As Oregon’s largest electric utility, Portland General Electric is leading an energy transformation that will harness the power of clean and renewable resources. Our vision for a clean energy future relies on three interrelated and overarching strategies: de-carbonize through investing in clean and reliable energy; modernize through a smarter more resilient grid; and empower our customers in their energy technology choices. We’re searching for innovative, customer and results-obsessed leaders to help power our mission and lead the way in championing the world’s clean energy future!
As a Customer Service Supervisor, you will help ensure that PGE standards, safety objectives and regulatory requirements are adhered to. You will be responsible for supervising, managing and motivating team members each day. Delivering results is key to serving our customers; you will accomplish results through coaching, counseling, and correcting performance. Customer Service Supervisor positions cross many functional boundaries to meet PGE’s corporate and clean energy future. If you are passionate for people and delivering results with a purpose, PGE is a great place to grow your career. PGE is looking to fulfill two Customer Service Supervisor positions; one for Residential Customer Service and one for Credit & Payments.
Job Function Summary
Manages or supervises multiple functions within the Customer Service job family.
Key Job Information
- Supervises the daily activities of business support, technicians and/or production teams.
- Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors.
- Decisions are guided by policies, procedures, and the local business plan.
- Receives guidance and oversight from manager.
- Typically, does not perform the work supervised.
Key Responsibilities
- Management Supervises one or more teams or individuals responsible for customer service activities for assigned team or teams; provides daily supervision, ensuring that all relevant standards/procedures are followed; provides coaching and guidance; monitors team and individual performance metrics; suggests and recommends process improvements; reviews quality of customer interactions and provides guidance to employees; develops and implements plans to onboard new employees; develops and delivers work expectations and monitors compliance.
- Strategy and Planning Either collaboratively or individually (depending on position), develops and implements strategy and vision for team; collaborates with other departments to ensure overall delivery of positive customer experience; collaboratively or individually develops scorecard metrics for team; develops and implements plans to facilitate employee engagement.
- Research and Special Projects Depending on specialty area(s), may perform any of the following duties: investigate employee issues and recommend actions; research and resolve escalated customer complaints or unusually complex or difficult situations; serve as a subject matter expert on or lead projects or initiatives.
- Vendor Management Depending on specialty area(s), may manage vendor relationships, including selecting vendors, establishing metrics and service level agreements, monitoring vendor performance and working with vendors to resolve issues.
- Financial Management Monitors and manages expenditures, ensuring financial targets are met, and examines any areas where budgets/expenditures vary from plan, monitor, and optimize operational effectiveness.
- Resourcing May develop resource plans for team; implements resourcing decisions; partners with HR and other leaders in the recruitment, evaluation, and selection processes.
- Professional Development Maintains knowledge of skill-development tools/resources; advises on required outcomes for learning or development from knowledge of available tools and organizational development needs; assists employees in creating development plans and monitors’ progress.
Education/Experience/Certifications
- Requires a bachelor’s degree in business, finance or other related field or equivalent experience.
- Prefer five or more years of customer service experience with one year of formal or informal leadership experience. Utility experience preferred. Depending on position, experience in specialty area may be preferred or required.
Competencies (Knowledge, Skills, Abilities)
Functional Competencies
- Advanced knowledge of area(s) supervised.
- Advanced knowledge of customer service processes and procedures.
- Intermediate knowledge of tariffs and utility-related regulations.
- Intermediate knowledge of employment law.
- Intermediate skills in strategy setting.
- Working knowledge of systems used in department.
- Working knowledge of trends and practices in customer service.
- Intermediate skills in project management.
- Intermediate skills in using data.
General Competencies
- Advanced skills in customer focus.
- Advanced skills in tact and diplomacy.
- Advanced interpersonal skills.
- Intermediate influence skills.
- Advanced skills in organization and prioritization.
- Advanced communication skills.
- Intermediate process management skills.
- Intermediate problem-solving skills.
- Intermediate performance management skills.
Leader Practices
Drives Results
Plans and Aligns
Decision Quality
Drives Engagement
Courage
Physical and Cognitive Demands
Cognitive Level
Substantial: Consistent use of logic or scientific thinking to define problems, collect information, establish facts, and draw valid conclusions (for example, engineer, HR director, plant manager, etc.).
Cognitive
- Ability to adhere to set response times, deadlines, and time-sensitive tasks.
- Ability to follow accuracy standards.
- Ability to follow through on decision-making tasks.
- Ability to interact effectively and collaboratively within a team environment.
- Ability to communicate and problem solve when under stress.
- Ability to respond and adapt to frequent change.
- Ability to accept and demonstrate self-awareness when provided constructive feedback.
- Ability to discern feedback and acknowledge ownership of areas of improvement.
- Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.
- Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory.
- Ability to process new information to be applied consistently to work tasks.
Schedule/Attendance
- Ability to work long hours.
- Ability to work a variable schedule.
- Ability to report to work and perform work during periods of severe inclement weather.
- Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.
- Ability to work shift schedule.
- Ability to work on-call schedule.
Physical Capabilities
Does the job require a valid driver’s license? No
Driving/travel/commute Occasionally
(one to two times a month or less)
Daily within service territory Occasionally
(one to two times a month or less)
Computer use (use computer regularly for entire work shift)
Environment - Indoor/Outdoor
Office environment
# LI-JH1
Compensation Range:
In addition, this position is eligible for a performance-based incentive bonus. Actual total compensation is commensurate with experience, skills, and education
PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click
here
.
Join us today and power your potential!
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.
PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting
talentacquisition@pgn.com
or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at
dei@pgn.com
.
To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.
May 25, 2023
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