Supervisor Customer Service

Job Description

Is responsible for daily/shift operations and work-flow to meet established service and quality levels, including accuracy, productivity, budget and targets. Resolves customer issues and works cross-departmentally to increase customer awareness of PSE services and address public affairs concerns and strengthen local relationships.

Upholds the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities. Promotes and supports a culture of total safety.

Demonstrates commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct.  Ensures duties are performed in accordance with all regulatory compliance obligations.

This job is considered “safety sensitive” as defined in RCW 49.44.240 and is subject to pre-employment drug screening that includes screening for the presence of marijuana and marijuana metabolites.
 

Job Responsibilities

• Employee Safety, Development & Team Building - Providing employees with coaching, feedback, and developmental opportunities and building effective teams:

• Demonstrates a passion for safety. Promotes and supports a culture of total safety including eliminating at-risk behaviors by conducting safety audits and inspections, eliminating hazards and near misses, and attending safety meetings.
• Sets clear expectations and holds employees accountable for performance as well as safety goals/targets where applicable.
• Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions. Ensures required training is successfully completed.
• Challenges and inspires employees to achieve business results.
• Accountable to ensure employees adhere to legal and operational compliance requirements, as well as safety standards.
• Conducts and ensures the completion of performance reviews.
• Provides coaching, direction and leadership support to team members in order to achieve employee, business, customer and safety results.

• Works collaboratively with the leadership team and other departments to provide a consistent set of practices and communications with customers.

• Works closely with customers, internal departments and agencies to resolve customer issues in a timely and accurate manner, including escalated calls.
• Provides support and close coordination with government and community services, as assigned, to increase customer awareness of PSE services and address public affairs concerns.
• Participates in collaborative efforts to improve day-to-day operations to meet SQIs (Service Quality Index) as mandated by the WUTC (Washington Utilities & Transportation Commission), other department key performance indicators, and corporate goals.

• Plans, supervises and facilitates call and community office customer service operations (both in-office and remote) to achieve workload, accuracy, productivity, budget and staffing level targets; including providing first level application support for systems and technologies.

• Facilitates and develops project requests and supports needs for customer service personnel.

• Performs emergency duty supervisor rotation and responds to call-outs and other company-wide emergencies during core and non-core hours;
• Ensures compliance with business and government rules (including WUTC tariff requirements, WAC – Washington Administrative Code, and RCW - Revised Code of Washington).
• Administers and enforces safety regulations and rules specific to the location.
• Encourages a positive culture through empowerment, accountability, creativity, and trust with consideration to the Great Places To Work philosophy.
• Helps implement programs and process improvement initiatives to enhance customer service and advance community interest.
• Leads and manages project teams on customer service projects
• Performs other duties as assigned.

Minimum Qualifications

• Prior leadership experience.
• 5 years customer service experience.
• Working knowledge of call center workforce tools and other telephony systems.
• Excellent customer relations skills including problem solving and conflict resolution.
• Excellent communications skills (oral, written, listening).
• Ability to interpret and apply rules/guidelines and translate to the work environment.
• Experience with MS Office suite.
• Knowledge of human resources principles.

Desired Qualifications

• BA/BS in Business; or experience in lieu of education may be considered.
• Prior call center customer service experience and knowledge of CIS, workforce management tools and call center applications.
• Knowledgeable in rates, tariffs, RCW and WAC rules, credit and collection revenue requirements, business processes as they relate to revenue management and other departments.
• Prior experience with collective bargaining agreements, and application of rules.

Additional Information