Supvr Customer Service

Job Title

Monitor and supervise Customer Services bargaining unit or non-exempt line employees. Monitor daily workplan and make adjustments where necessary. Develop a workplan detailing the daily activities of the employees. Answer and discuss the more difficult customer problems. Review reports to assure the proper completion of workload. Interface with various organizations within Customer Services to ensure timely completion of work. 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. Schedule overtime when required. Develop scheduling process to ensure efficient completion of workload. (40%)

Evaluate and monitor bargaining unit or non-exempt line employee productivity to maximize performance. Maintain effective communication with bargaining unit or non-exempt line employees, enhance job skills and motivate employees to ensure Employee Satisfaction. (20%)

Establish, promote and maintain a safe work environment within the department. (10%)

Review and monitor reports as required (i.e., daily time sheets, budgets, etc.) (10%)

Interface with other business units to ensure timely completion of work. (10%)

Interact with union representatives to reduce union / management misunderstandings and resolve labor / management disputes / grievances. (10%)

Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees.

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 limited and is reflective of work groups contribution to daily workflow.

Establish, promote and maintain a safe work environment.

2 - 4 years internal utility company experience (e.g., Com Ed, PECO), or equivalent external experience

2+ years internal supervisory experience (e.g., Com Ed, PECO, BSC, ExGen), or receive acceptable rating on Supervisory Assessment

Demonstrated computer literacy

Strong written and oral communication skills

Bachelor's degree

General knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes

General understanding of applicable systems and technology (e.g., customer information system, electronic hand-held meter reading equipment, etc.)