Sr Supvr Customer Service

Primary Purpose

Plan, direct and monitor the activities of Customer Services bargaining unit or non-exempt line employees. Maintain and deliver optimum quality of service to customers and maximize employee productivity. Implement standards and programs to improve processes and increase customer satisfaction.

Position may be required to work extended hours for coverage during storms or other energy delivery emergencies
.

• Direct bargaining unit or non-exempt line employees in day-to-day activities. Coordinate and evaluate scheduling of work within the area. Schedule overtime when required. Develop scheduling process to create efficient processing of workload among employees. Review and approve daily reports on expenditures (e.g. daily time sheets).
• Evaluate employee performance and develop programs/meetings to enhance employee's job skills and motivate employee towards department goals. Develop working relationships with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances.
• Design, implement, and monitor identified process/procedural improvements.
• Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of customer special needs.
• Establish and maintain a safe work environment for subordinates within the department.
• Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department.

• Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees.
• Mentor and provide guidance to lower level and less experienced supervisors.
• Provide input regarding performance of lower level and less experienced supervisors to Manager and Managing Supervisors.
• Promotes customer and employee satisfaction.
• Decision‑making authority is related to completion of departmental scheduled workload.
• Work is subject to frequent/daily review.
• Impact to budget is moderate and is reflective of management of daily workflow and implementation of process improvements.

• 4-7 years internal utility company experience (e.g., Com Ed, PECO), or equivalent external experience.
• 2-3 years internal supervisory experience (e.g., Com Ed, PECO, BSC, ExGen), or receive acceptable rating on Supervisory Assessment.
• In‑depth knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes.
• Advanced understanding of applicable systems and technology (e.g., customer information system, electronic hand‑held meter reading equipment, etc.).
• Demonstrated computer literacy.
• Strong written and oral communication skills.

• Bachelor's degree.
• Leadership experience in a similar environment.

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $80,000.00/Yr. – $/Yr.
• Annual Bonus for eligible positions: 15%.
• 401(k) match and annual company contribution.
• Medical, dental and vision insurance.
• Life and disability insurance.
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave.
• Employee Assistance Program and resources for mental and emotional support.
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement.
• Referral bonus program.
• And much more.

Note:

Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.