Customer Care Operations Supervisor

Philadelphia Gas Works; United States; Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Free Health Insurance Options

Free Dental Insurance

Flex Spending

Commuter Benefits

Pension Plan

Free Parking

Wellness Programs

Onsite Gyms

Tuition Assistance

PSLF Eligible Employer

Parental Leave

Hybrid Work Environment

Job summary

Philadelphia Gas Works is seeking a Supervisor, Call Center Operations to lead a small team ensuring best-in-class service at customer centers or the Customer Call Center. The supervisor provides guidance and technical support to the group, overseeing metering, billing and collections.

Responsibilities include process improvement, union liaison, dispute resolution with executives/regulators, and ensuring timely performance evaluations and policy adherence.

Qualifications

• Associate degree in business or accounting required.
• 3–5 years in the utility industry; energy assistance experience preferred.
• Knowledge of Public Utility Commission Chapter 56 and related regulations.
• Proven leadership to guide a team and deliver customer-service excellence.
• Strong verbal and written communication across levels.
• Proficiency in Microsoft Office and PGW billing systems.
• Ability to manage multiple tasks under tight deadlines.

Responsibilities

• Develop, prepare and analyze complex information for management decisions.
• Implement and maintain a continuous improvement culture to enhance customer experiences and efficiency.
• Lead regular meetings with union representatives to discuss operations and employee matters.
• Ensure timely resolution of customer disputes escalated to executives and regulators.
• Set performance standards and review progress for the team.
• Coordinate work activities, timelines and priorities for staff.
• Ensure training and policy adherence including collective bargaining agreements.
• Participate in annual budget processes and stay compliant with regulations.
• Handle special projects as assigned.
• Stay abreast of current regulations and standards.

Skills

Leadership

Communication

Organizational management

Team building

Customer-service oriented

Problem solving

Microsoft Office

Education

Associate degree in Business Administration/Accounting

Tools

PGW Legacy CICS Billing System

DocuCorp Bill Print System

PGW Interactive website

Job description

Philadelphia Gas Works is seeking a Supervisor, Call Center Operations to lead a small team ensuring best-in-class service at customer centers or the Customer Call Center. The supervisor provides guidance and technical support to the group, overseeing metering, billing and collections.

Responsibilities include process improvement, union liaison, dispute resolution with executives/regulators, and ensuring timely performance evaluations and policy adherence.