Sr Supvr Customer Service

Job Description

Description

Be a part of something powerful at America's premier energy provider!

At Exelon, we are united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are empowered to evolve and advance our careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come and stay. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives and health and retirement benefits.

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.

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). (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. (25%)
• Design, implement, and monitor identified process/procedural improvements. (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 (10%)
• Establish and maintain a safe work environment for subordinates within the department (10%)
• Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department (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

• 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

Bachelor's degree