Supervisor, Call Center Operations

Philadelphia Gas Works; Philadelphia (Philadelphia County); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Free Health Insurance

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 in Philadelphia, PA. You will lead a small team, set standards, and ensure high-quality customer service at service centers and the call center.

The role emphasizes leadership, regulatory knowledge, and process improvement to enhance satisfaction and efficiency. The ideal candidate has an associate degree and 3–5 years in the utility sector, with strong communication skills and proficiency in billing systems and MS Office

Qualifications

• Associate degree in Business Administration, Accounting, or related field.
• 3 to 5 years of related experience in a utility setting, preferably with energy programs.
• Knowledge of Public Utility Commission Chapter 56 and related regulations.
• Strong leadership abilities to guide a team and drive customer-focused results.
• Excellent verbal and written communication; proficient with Microsoft Office and billing systems.

Responsibilities

• Manage a small work group ensuring best-in-class service at Customer Centers and Call Center.
• Set job standards, provide technical guidance, and monitor overall quality of work.
• Coordinate work activities, timelines, priorities, and training for staff.
• Handle escalated customer disputes with senior leadership input when needed.
• Participate in budgeting, regulatory compliance, and continuous improvement initiatives.

Skills

Leadership

Verbal & Written Communication

Microsoft Office

Billing Systems

Team Building

Customer Service Excellence

Education

Associate degree in Business Administration or related field

Tools

PGW Legacy CICS

DocuCorp Bill Print System

PGW Interactive website

Job description

Overview

Philadelphia Gas Works

Looking for a challenge and ready to power up your career?

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

ThePhiladelphia Gas Works (PGW)is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.

Become part of the PGW Team!

Supverisor, Call Center Operations

TheCustomer AffairsSupervisor manages a small work group responsible for ensuring that PGW customers receive best-in-class service while visiting a Customer Service Center or contacting the Customer Call Center regarding PGW services. The incumbent is responsible for providing guidance and direction, setting job standards and providing technical support to the team. The supervisor is responsible for the overall quality of work for the group including the proper handling of metering, billing and collections.

Responsibilities

Customer Affairs Administration

Develop, prepare, and analyze complex information associated with various reports or studies to present recommendations to management on appropriate courses of action.

Implement and maintain a continuous improvement culture that understands, investigates, and deploys new systems, technologies, and processes that enhance customer experiences and/or improve operational/cost efficiencies without negatively impacting customer satisfaction.

Foster a positive relationship with union representatives by conducting regular weekly/monthly and ad hoc meetings with representatives to enhance operational understanding, discuss customer satisfaction related issues and review other employee related matters as may be appropriate.

Ensure the timely resolution of customer disputes received by PGW senior executives, regulatory and legislative bodies, government offices, etc.

Personnel Management

Communicate individual and departmental performance standards/metrics to subordinate staff; reviews daily, weekly, monthly, and annual progress reports and provides feedback/guidance regarding performance issues holding each direct report accountable for their individual and departmental performance.

Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed.

Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable; assists in first step grievances.

Perform progress evaluations for merit/progression wage increases and meets with subordinates to discuss and providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.

Finance & Accounting

Participate in the annual budget preparation process as needed or requested.

Other Related Functions

Keep abreast of current regulations and standards; ensures unit is up-to-date and processing information in accordance with federal, state, and local regulations.

Perform other special projects and assignments as directed.

Qualifications

Associate degree in Business Administration, Accounting, or other related field of study.

3 to 5 years of directly related experience working in the utility industry preferably working with energy assistance programs.

Must have knowledge of the Public Utility Commission Chapter 56, federal, state, and local regulations governing low-income programs.

Must have leadership ability with a willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees to apply and effective and efficient customer-service oriented approach their daily responsibilities.

Must have knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building and personnel management.

Must have verbal and written communication skills with the ability to effectively interact with all levels of employees, irate customers, and other public agencies/officials in delicate, pressure situations.

Must be proficient in the use of Microsoft Office, PGW Legacy CICS Billing System, DocuCorp Bill Print System, PGW Interactive website.

Must have problem solving and analytical skills with the ability develop creative solutions to delicate issues.

Must have organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.

PGW is proud to be an Equal Opportunity and Afficiate Action Employer, M/F/D/VAAP/EEO.

Location: Philadelphia, PA 19122

While we appreciate all responses, only those who are uniquely qualified will be contacted. Local candidates will be given preference