Sr Supvr Customer Service
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Location: PHILADELPHIA, PA, United States
Organization: PECO Energy Company
Job ID: 235614
Date Posted: Mar 30, 2022
Job: Customer Service
Job Description
Description
At Exelon, we've got a place for you!
Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.
Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.
Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!
PRIMARY PURPOSE OF POSITION
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, including 24 x 7 coverage during storms or other energy delivery emergencies.
Manage the daily operations of the Large Customer Services (LCS) Support Services Group. Act as a subject matter expert concerning business operations. Perform high-level analysis and prepare comprehensive reports to support business operations in LCS. Conduct complex modeling, forecasting, trending, variance analysis, business case development, and other general financial and operational analysis. Monitor and coordinate activities to manage support services performance; make recommendations for improvement and implement change. Track, maintain, analyze and provide current information on the operation’s business scorecard or key performance indicators (KPIs). Develop, organize and present performance reports for both internal and external use. Responsible for the coordination, assignment and management of all back-office /support work. Responsible for work management & tracking to ensure timely responsiveness to customer inquiries. Build and sustain customer relationships. Leverage internal/external relationships to meet customers’ needs and to support the account management team.
PRIMARY DUTIES AND ACCOUNTABILITIES
- 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). Lead, coach, and develop Large Customer Service (LCS) support staff.(35%)
- 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. Track and monitor back-office work of the LCS support staff. (25%)
- Design, implement, and monitor identified process/procedural improvements. Responsible for providing daily support to the LCS account management team. (10%)
- 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. Responsible for support services including but not limited to back-office work, collecting data for load forecasting, management model updates, system updates; process improvements; and special projects. (10%)
- Establish and maintain a safe work environment for subordinates within the department. Manage, direct, and coordinate all back-office/administrative support staff operations.(10%)
- Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department. Establish and develop strong relationships with large customers, municipalities, and townships when necessary. (10%)
JOB SCOPE
- 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.
Qualifications
MINIMUM QUALIFICATIONS
- Bachelor's degree and 5 - 8 years internal utility company experience (e.g., ComEd, PECO), or equivalent external experience
- 4 or more years internal supervisory experience (e.g., ComEd, 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
PREFERRED QUALIFICATIONS
- Strong understanding of Large Customer Services business processes
- Strong analytical skills
- Demonstrated ability to develop strong customer relationships
POSITION SCOPE
Supervisory responsibilities over, non-exempt and/or exempt employees.
Mentor and provide guidance to lower level employees
Provide input regarding performance of lower level employees 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.
Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
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