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POSITION DEFINITION:
Under the direction of the Energy Resource Manager, the Customer Service Supervisor is responsible for providing direction for all aspects of billing, customer service, public purpose programs, community engagement, public affairs and media releases, public website, metering, service connections, and rate changes. The primary focus of this position is to provide customers with excellence in electric utility customer service.
ACCOUNTABILITY:
The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies. This includes the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources. The Supervisor is accountable for embracing new technologies, striving always to produce process improvements and to orchestrate these changes with the team in order to meet all goals and deadlines. The Supervisor is also responsible for the supervision and oversight of several Union personnel and will therefore interact and be involved with the Union.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Coordinates and administers the functions of customer service, billing and rates, collections, community relations, and meter programs in the service area
• Develops training, procedures, and processes for the customer service, meter department, and programs in order to improve activities, address customer needs, and minimize complaints
• Participates in the review and negotiation of the Union contract, as per the Collective Bargaining Agreement schedule
• Actively engages in the response and process related to any Union grievance filed by meter department personnel
• Supervises and administers quality control for customer service related activities involving calls for service request, turn-ons and turn-offs, billing, credit and collections, and requests for information
• Develops and maintains an effective employee relations plan; supervises and evaluates the performance of assigned personnel
• Provides input for system maintenance and improvements and capital budget requests for the Customer Service and Meter Departments
• Leads assigned special projects; participates on company-wide projects to advance the business plan
• Responsible for all aspects of metering including electronic collection of meter data and interface with the Customer Information System (CIS)
• Ensures maintenance and capital improvements to metering systems are achieved per approved plans and schedules
• Ensures changes in rates are accurate and tested in the Customer Care & Billing (CC&B) system in a timely manner to comply with audit requirements
• Coordinates with other departments as needed to ensure messages are current and accurate
• Manages consultant(s) and third party vendors, including budgets
• Ensures audit of CC&B user transactions per audit narratives
• Oversees and develops customer communication and program marketing efforts, working with various vendors and Company representatives to support business objectives
• Develops overall public engagement strategy to promote BVES, Inc. in a positive light in the community and with local community leaders
• Prepares press releases and keeps the public informed through the website and newsletter
• Oversees the California Alternative Rates (CARE) program for electric customers
• Oversees all public purpose programs including Net Energy Metering (NEM) and Distributed Generation service (DGS) programs, Energy Savings Assistance (ESA), CARE, and Transportation Electrification to advance objectives to meet Company and regulatory goals
• Oversees meter calibrating, meter installations, metering equipment, and meter records for meter tests, repairs, maintenance, and audit
• Oversees high bill field and energy theft investigations
• Oversees load research data collection
EDUCATION AND EXPERIENCE
• Bachelor’s Degree in Business, Communications or related discipline preferred • A minimum of five (5) years providing support and/or coaching service representatives
• Five years of work experience with customer information systems (CIS)
• Public relations and media experience highly desired
• Experience with Oracle’s Customer Care and Billing software highly desirable
• Proficient in troubleshooting applications
• Utility experience preferred
• Unionized environment experience highly desired
Full Time
Business Services
$71k-92k (estimate)
06/18/2024
07/14/2024
amtec-corp.com
DISCOVERY BAY, CA
50 - 100
1988
Private
JUSTIN PETER CARLINO
$10M - $50M
Business Services
The job skills required for Customer Service Supervisor include Customer Service, Billing, Coaching, Customer Care, Quality Control, Troubleshooting, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Service Supervisor. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Service Supervisor. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Service Supervisor positions, which can be used as a reference in future career path planning. As a Customer Service Supervisor, it can be promoted into senior positions as a Customer Service Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Supervisor. You can explore the career advancement for a Customer Service Supervisor below and select your interested title to get hiring information.
If you are interested in becoming a Customer Service Supervisor, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Supervisor for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Service Supervisor job description and responsibilities
Guide and direct customer service team towards achieving operational goals.
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Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.
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Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
03/22/2022: Lafayette, LA
Perform annual reviews, appraisals and performance management reviews for the customer service staff.
04/02/2022: Racine, WI
Monitor business and process metrics to measure and manage customer service effectiveness.
05/09/2022: Augusta, GA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Supervisor jobs
Workers must be patient and polite, especially when dealing with difficult or angry customers.
03/28/2022: Durham, NC
The culture must be one of really honestly respecting and valuing staff and customers.
03/01/2022: Newark, NJ
Listen attentively and actively and they must take ownership and responsibility.
03/23/2022: Shreveport, LA
They must be carefully attuned to the needs of a potential customer, or even an unsatisfied one.
04/30/2022: New Brunswick, NJ
Good customer service should be offered with politeness, respect and understanding.
02/11/2022: Pine Bluff, AR
Step 3: View the best colleges and universities for Customer Service Supervisor.