Sr Supvr Customer Service - Philadelphia, PA

Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps.
Unless specifically stated otherwise this role is On-Site at the location detailed in the job post.

Were powering a cleaner brighter future.

Exelon is leading the energy transformation and were calling all problem solvers innovators community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger healthier and more resilient.

Were powered by purpose-driven people like you who believe in being inclusive and creative and value safety innovation integrity and community service. We are a Fortune 200 company 19000 colleagues strong serving more than 10 million customers at six energy companies -- 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).

In our relentless pursuit of excellence we elevate diverse voices fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work we provide competitive compensation incentives excellent benefits and the opportunity to build a rewarding career.

Are you in
Primary Purpose

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 for coverage during storms or other energy delivery emergencies.


Primary Duties

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 employees 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.

Additional Qualifications/Responsibilities
MINIMUM QUALIFICATIONS
4-7 years internal utility company experience (e.g. ComEd PECO) or equivalent external experience
2-3 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

Knowledge of CC&B


Benefits

Annual salary will vary based on a candidates skills qualifications experience and other factors: $80000.00/Yr. $110000.00/Yr.
Annual Bonus for eligible positions: 15%
401(k) match and annual company contribution
Medical dental and vision insurance
Life and disability insurance
Generous paid time off options including vacation sick time floating and fixed holidays maternity leave and bonding/primary caregiver leave or parental leave
Employee Assistance Program and resources for mental and emotional support
Wellbeing programs such as tuition reimbursement adoption and surrogacy assistance and fitness reimbursement
Referral bonus program
And much more