Supervisor Customer Service
Supervisor Customer Service
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$ 107025 - 178375
1 Vacancy
Job Description
At PGE our work involves dreaming about planning for and realizing a smarter cleaner more enduring Oregon neighborhood. Its core to our DNA and we havent stopped since we started in 1888. We energize lives strengthen communities and drive advancements in energy that promote social economic and environmental progress. Were always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.
Supervisor Customer Service
Job Function Summary
Manages or supervises multiple functions within the Customer Service job family.
Key Job Information
Supervisor Customer Service 6449
Grade 8
Career Level: M1
Supervisor: Supervises the daily activities of business support technicians and/or production teams
Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
Decisions are guided by policies procedures and the local business plan; receives guidance and oversight from manager
Typically does not perform the work supervised
Key Responsibilities
Management Supervises one or more teams or individuals responsible for customer service activities for assigned team or teams; provides daily supervision ensuring that all relevant standards/procedures are followed; provides coaching and guidance; monitors team and individual performance metrics; suggests and recommends process improvements; reviews quality of customer interactions and provides guidance to employees; develops and implements plans to onboard new employees; develops and delivers work expectations and monitors compliance.
Strategy and Planning Either collaboratively or individually (depending on position) develops and implements strategy and vision for team; collaborates with other departments to ensure overall delivery of positive customer experience; collaboratively or individually develops scorecard metrics for team; develops and implements plans to facilitate employee engagement.
Research and Special Projects Depending on specialty area(s) may perform any of the following duties: investigate employee issues and recommend actions; research and resolve escalated customer complaints or unusually complex or difficult situations; serve as a subject matter expert on or lead projects or initiatives.
Vendor Management Depending on specialty area(s) may manage vendor relationships including selecting vendors establishing metrics and service level agreements monitoring vendor performance and working with vendors to resolve issues.
Financial Management Monitors and manages expenditures ensuring financial targets are met and examines any areas where budgets/expenditures vary from plan monitor and optimize operational effectiveness.
Resourcing May develop resource plans for team; implements resourcing decisions; partners with HR and other leaders in the recruitment evaluation and selection processes.
Professional Development Maintains knowledge of skilldevelopment tools/resources; advises on required outcomes for learning or development from knowledge of available tools and organizational development needs; assists employees in creating development plans and monitors progress.
Education/Experience/Certifications
Education Requires a bachelors degree in business finance or other related field or equivalent experience.
Experience Prefer five or more years of customer service experience with one year of formal or informal leadership experience. Utility experience preferred. Depending on position experience in specialty area may be preferred or required.
Competencies (Knowledge Skills Abilities)
Functional Competencies
Advanced knowledge of area(s) supervised
Advanced knowledge of customer service processes and procedures
Intermediate knowledge of tariffs and utilityrelated regulations
Intermediate knowledge of employment law
Intermediate skills in strategy setting
Working knowledge of systems used in department
Working knowledge of trends and practices in customer service
Intermediate skills in project management
Intermediate skills in using data
General Competencies
Advanced skills in customer focus
Advanced skills in tact and diplomacy
Advanced interpersonal skills
Intermediate influence skills
Advanced skills in organization and prioritization
Advanced communication skills
Intermediate process management skills
Intermediate problemsolving skills
Intermediate performance management skills
Leader Practices
Drives Results
Plans and Aligns
Decision Quality
Drives Engagement
Courage
Physical and Cognitive Demands
Cognitive Level
Substantial: Consistent use of logic or scientific thinking to define problems collect information establish facts and draw valid conclusions (for example engineer HR director plant manager etc..
Cognitive
Ability to adhere to set response times deadlines and timesensitive tasks
Ability to follow accuracy standards
Ability to follow through on decisionmaking tasks
Ability to interact effectively and collaboratively within a team environment
Ability to communicate and problem solve when under stress
Ability to respond and adapt to frequent change
Ability to accept and demonstrate selfawareness when provided constructive feedback
Ability to discern feedback and acknowledge ownership of areas of improvement
Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks
Ability to successfully collaborate with peers managers and others within the organization Demonstrates sound memory
Ability to process new information to be applied consistently to work tasks
Schedule/Attendance
Ability to work long hours
Ability to work a variable schedule
Ability to report to work and perform work during periods of severe inclement weather
Ability to consistently meet attendance standards for regular reliable predictable fulltime attendance for parttime positions change to parttime attendance
Ability to work shift schedule
Ability to work oncall schedule
Physical Capabilities
Driving/travel/commute
Daily within service territory
Occasionally (one to two times a month or less)
Computer use (use computer regularly for entire work shift)
Environment Indoor/Outdoor
Office environment
Compensation Range:
$107025.00 $178375.00Actual total compensation including a performance based incentive bonus is commensurate with experience skills qualifications education training and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range the decision will be made on a casebycase basis.
PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company and at the same time support your wellbeing and professional development both now and into the future. To find out more click here.
Join us today and power your potential!
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race color national origin gender gender identity sexual orientation age religion disability protected veteran status or other characteristics protected by law.
PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation or would like to request one please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting or by calling. The Recruiter will provide information and next steps for the accommodation process. Our Diversity Equity & Inclusion (DEI) team is also available for support. You can contact them at .
To be considered for this position please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed job is open until filled.
Required Experience:
Manager
Employment Type
Full-Time
