Customer Service Supervisor

Job Description

Position Purpose: 

The Customer Service Supervisor is responsible for fostering a results-driven team environment to meet operational performance goals and deliver an exceptional customer experience. This role focuses on aligning service delivery with customer needs and expectations, regulatory requirements, and company objectives. The scope includes managing all office activities, including call center operations, billing, collections, and revenue integrity, while supporting field service operations. The Supervisor ensures consistent policy adherence, drives process improvement, and supports divisional customer service efforts.

Primary Duties/Responsibilities: 

• Customer Service Operations:
  • Manage daily customer service activities, including call center operations, billing, collections, and field service coordination.
  • Ensure timely response to customer inquiries, regulatory complaints, and escalations.
  • Oversee scheduling and staff assignments to maintain efficient service levels.
  • Monitor and report on key performance indicators (KPIs) to upper management.
  • Lead initiatives for process improvement, including system upgrades and special projects.
• Team Leadership and Development:
  • Supervise and mentor Customer Service Representatives (CSRs), fostering a collaborative and productive work environment.
  • Conduct regular performance reviews and provide feedback to enhance staff capabilities.
  • Develop and implement training programs to maintain high service standards.
  • Promote employee engagement through recognition, incentives, and a positive workplace culture.
  • Act as a backup for other supervisors/managers in other locations.
• Regulatory Compliance and Complaint Management:
  • Ensure compliance with Pennsylvania Public Utility Commission (PUC) guidelines and other regulatory requirements.
  • Respond to regulatory complaints and attend hearings as needed.
  • Maintain accurate records and audit controls to support regulatory and internal compliance.
• Collections and Field Service Management:
  • Develop and implement collection strategies, including targeted campaigns and follow-ups.
  • Monitor accounts receivable and generate reports for financial oversight.
  • Review and resolve customer disputes, collaborating with field service teams for meter tests and related inquiries.
  • Work with field service operations to meet customer expectations and maintain appointment commitments.
• Revenue Integrity and Billing:
  • Ensure timely and accurate billing by addressing pending accounts and minimizing estimates.
  • Review top-user accounts to ensure accuracy and timely billing.
  • Manage leak adjustment reviews and other back-office functions.
  • Collaborate with the rates department for testing and implementing rate changes in the billing system.
• Reporting and Metrics:
  • Prepare daily, weekly, and monthly reports on key performance indicators for upper management.
  • Track and analyze trends in call center activity, collections, and field operations.
  • Support divisional projects to improve the overall customer experience, including system upgrades and process improvements.
  • Identify and implement opportunities for operational efficiencies and improved customer service delivery.
• Budget and Auditing:
  • Ensure compliance with financial controls, including cash collection, deposits, and audit requirements.
  • Contribute to the budgeting process for customer service operations.

Work Environment:

• Some travel will be required within the Utility footprint

Qualifications

Education/Experience/Background: 

• Bachelor’s degree in a relevant field or equivalent work experience.
• Minimum of 5 years of experience in contact center, billing, collections, payments or metering operations or similar customer care and back-office operations.
• Experience in a regulated utility environment is a plus.
• Experience managing in a union environment is preferred.

Knowledge/Skills/Abilities: 

• Strong knowledge of accounting, billing, collections, cash management, and field service processes.
• Proven ability to manage customers, clients, and regulators diplomatically and professionally.
• Excellent leadership, multitasking, and organizational skills.
• Proficient in software and tools including Excel, Word, CC&B, Mobile Workforce Management, and Google applications.
• Familiarity with IVR and customer website portals.
• Strong written and verbal communication skills with the ability to prepare technical reports and present to diverse audiences.
• Capable of working under pressure and making sound business decisions

Required Certification/Licenses/Training: 

• Valid driver’s license is required.