Full-Time
Supervisor
Customer Complaints & Regulatory Affairs
Deadline 1/28/27
Philadelphia Gas Works
No salary listed
Philadelphia, PA, USA
In Person
Residency required in Philadelphia County within 12 months of hire.
Category
 Legal & Compliance (1) |
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Requirements
- City of Philadelphia residency within Philadelphia County within 12 months of hire (residency requirement)
- Associate degree in Business Administration, Accounting or other related fields of study
- 3 to 5 years of directly related experience working in the utility industry
- Knowledge of the Public Utility Commission Chapter 56, federal, state, and local regulations governing low-income programs
- Leadership ability with willingness to lead, take charge, and motivate subordinates to apply an effective and efficient customer-service oriented approach
- Knowledge of general office practices including office administration, budget/accounting principles, procurement procedures, team building and personnel management
- Verbal and written communication skills with the ability to interact with all levels of employees, irate customers, and other public agencies/officials in delicate situations
- Proficiency in Microsoft Office, PGW Legacy CICS Billing System, Kubra Bill Print System, PGW Interactive website
- Problem solving and analytical skills with the ability to develop creative solutions to delicate issues
- Organizational management skills with the ability to handle multiple tasks simultaneously and under short deadlines
Responsibilities
- Dispute Resolution Administration
- Liaison with constituency services for internal departments within Customer Affairs and external agencies related to State, Federal and Local government
- Oversee the day-to-day functions related to receiving and handling calls and/or inquiries from city and state public officials regarding constituent concerns and inquiries, including investigating customer accounts to determine reason for calling and develop resolution
- Providing officials with requested documentation of policies, procedures and processes related to constituent concerns
- Preparing formal documentation and letters of response to inquiries
- Maintain tracking system for all incoming and completed work assignments providing regular reports and statistical analysis of types of complaints, resolutions and unsettled issues
- Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities, monitoring projects, and providing direction and assistance as needed
- Assess employee needs ensuring subordinates are trained and adhere to policies including collective bargaining agreements when applicable; assist in first step grievances
- Evaluate and meet with subordinates to discuss work performance providing appropriate commendations and disciplinary actions
- Participate in the annual budget preparation process as needed or requested
- Keep abreast of current trends in energy assistance programs ensuring the unit is up-to-date and processing information in accordance with federal, state, and local regulations; participate in decisions related to improving operations
- Attend Customer Affairs community events when required
- Perform other special projects and assignments as directed