Customer Service Supervisor
Customer Service Supervisor
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$ 86569 - 139380
1 Vacancy
Job Description
Closing Date to Apply: May 12th 2025
Salary: $86569.60 $139380.80
Typically selected candidates are hired at a salary rate between the minimum and midpoint of the range.
Benefits: This link below will provide you with Grant PUDs benefit that may be available if hired different employee types are eligible for different benefits.
Grant PUD Unified Insurance Program ()
Position Summary
Under limited supervision provide supervision for the customer service activities including customer premise start payment and advanced collections along with processes associated with Grant PUDs 50000 customers. Provide all customer services required for fiber optic service providers fibertothehome and other billing customers. Provide excellence in customer service and ensure processes are accurate timely and in support of the Grant PUDs mission vision values and strategic goals.
Essential Functions
Essential functions as defined under the Americans with Disabilities Act may include any of the following representative duties knowledge and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include but are not limited to the following:
- Interact with customers and staff to ensure customers are treated with respect and dignity through their interactions with Grant PUD; provide regular coaching training and feedback to staff contractors and volunteers to support a high quality of customer service; act as an escalation point for customers when a matter cannot be resolved; use good judgment and conflict resolution skills to support Grant PUDs goals; ensure that customer feedback is appropriately captured in our Customer Information Systems; safeguard the confidential information that is provided during customer transactions.
- Maintain an indepth knowledge of the Grant PUDs Customer Service policies and ensure internal procedures comply with these policies; provide recommended revisions to these policies to enhance customer service for Grant PUDs customers; act as a liaison with public assistance agencies.
- Ensure customer/premise start payment and advanced collections contain accurate customer account information; make sure internal controls of cashiering processes in the five local offices and pay stations are followed; accountable to ensure Grant PUD funds are managed in accordance with applicable
Washington State Constitution and RCW laws and guidelines established by the Grant PUDs Treasurer Controller and Auditor; responsible for the implementation and oversight of electronic payment methods including managing the relationship with the vendor providing such services; responsible for contracting cashiering arrangements; implementation and adhering to internal controls for all cash receipting processes to protect against fraud and loss of funds; act as custodian for the petty cash funds and deposit refunds. - Responsible for the customer call center and coordination of a response team to handle customer phone calls during any electrical power outage; provide oversight for customer connections to service providers via the Grant PUDs fiber optic network; manage subscriber applications and the gateway port provisioning process ensuring the address availability tool is uptodate providing marketing lists to service providers and managing updates to the service provider website; manage service provider notifications for maintenance trouble tickets power supply and tracking performance metrics on all aspects of the fiber to home process.
- Establishes work priorities for the team and ensures coordination with other supervisors. Supervises nonexempt individual contributors and has full supervisory authority. Operates within established policies procedures and business plans with general guidance provided by a senior manager or director.
- Leads and consults on complex business decisions and drives interaction and collaboration across business units. Aligns departmental plans and priorities to address resource and operational challenges. Provides input to strategic decisions that affect the functional area of responsibility.
- Performs related duties as required or assigned.
- Demonstrated commitment to Grant PUDs mission vision values strategic plan and Grant PUD/IBEW Local 77 Code of Excellence. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
- Understand and adhere to compliance requirements for this position that may include laws regulations security guidelines Grant PUD policies & procedures.
- Actively participate in all aspects of our safety program including but not limited to:
- Following all safety policies and procedures;
- Alerting supervisors and coworkers to unsafe or hazardous working conditions;
- Reporting any safety incidents or close calls within 24 hours to your supervisor; and
- Accepting feedback from supervisors and coworkers regarding your own safety performance.
Required Qualifications (Education Experience Licenses & Certifications):
- Bachelors degree in business finance customer service or related field OR 2 additional years of relevant experience in lieu of degree.
- Three (3) years of customer service accounting finance experience or other related experience which includes one (1) year of experience supervising employees leading people or managing crossfunctional teams.
- A valid drivers license with no driving restrictions.
Preferred Qualifications (Education Experience Licenses & Certifications):
- Three (3) years of call center operations experience with utility accounts preferred.
Other Knowledge Skills & Abilities
- Knowledge of concepts principles theories and methods surrounding customer service industry standards and best practices; staff development methods set to engage team members and promote meaningful performance improvements; financial competences with an attention toward detail; financial management philosophies and budgetary guidelines associated with managing large financial expenditures.
- Skill in written and oral interpersonal communication; identifying and analyzing potential problems with limited data and directing large teams of professionals to resolve issues; workflow and time management; customized financial billing and customer service software tools and applications.
Physical Requirements
- Position may be eligible for hybrid work arrangement: Yes No
- Majority of work is performed in a standard office setting.
- Some field work that may require operation of a vehicle.
- Typical shift of employees in this position: 8 hours 9 hours 10 hours 12 hours
*For a full list of requirements the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).The statements contained herein reflect general details as necessary to describe the principal functions for this job the level of knowledge and skill typically required and the scope of responsibility but should not be considered an allinclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas.
Required Experience:
Manager
Employment Type
Full-Time
