Supvr Customer Service

Pepco; Oakbrook Terrace (IL); On-site; USD 70,000 - 96,000; Full time

Benefits offered by this job

Annual salary $69,600–$95,700

Annual bonus 10%

401(k) match

Medical insurance

Dental insurance

Vision insurance

Paid time off

Employee Assistance Program

Wellbeing programs

Referral bonus

Job summary

Pepco is seeking an experienced supervisor to oversee Customer Services staff, coordinating scheduling, monitoring productivity, and ensuring safe operations. The role involves interfacing with union representatives and other business units to resolve issues and ensure timely completion of tasks.

Minimum qualifications include 2–4 years in a utility context and 2+ years of supervisory experience, along with strong communication skills and computer literacy. A Bachelor's degree is preferred.

Qualifications

• 2 - 4 years internal utility company experience or equivalent external experience.
• 2+ years internal supervisory experience or strong performance in Supervisory Assessment.
• Demonstrated computer literacy.
• Strong written and oral communication skills.

Responsibilities

• Direct bargaining unit or non-exempt line employees in day-to-day activities and coordinate scheduling; schedule overtime as required.
• Evaluate productivity and maintain effective communication to maximize performance and employee satisfaction.
• Establish and maintain a safe work environment within the department.
• Review reports such as daily time sheets and budgets to ensure proper workload completion.
• Interface with other business units to ensure timely completion of work.
• Interact with union representatives to resolve labor/management issues.

Skills

Strong communication

Team leadership

Education

Bachelor's degree

Tools

Customer information system

Hand-held meter reading devices

Job description

Who We Are

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

Primary Purpose

Monitor and supervise Customer Services bargaining unit or non-exempt line employees. Monitor daily workplan and make adjustments where necessary. Develop a workplan detailing the daily activities of the employees. Answer and discuss the more difficult customer problems. Review reports to assure the proper completion of workload. Interface with various organizations within Customer Services to ensure timely completion of work. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties

• Direct bargaining unit or non-exempt line employees in day-to-day activities. Coordinate and evaluate scheduling of work. Schedule overtime when required. Develop scheduling process to ensure efficient completion of workload. (40%)
• Evaluate and monitor bargaining unit or non-exempt line employee productivity to maximize performance. Maintain effective communication with bargaining unit or non-exempt line employees, enhance job skills and motivate employees to ensure Employee Satisfaction. (20%)
• Establish, promote and maintain a safe work environment within the department. (10%)
• Review and monitor reports as required (i.e., daily time sheets, budgets, etc.) (10%)
• Interface with other business units to ensure timely completion of work. (10%)
• Interact with union representatives to reduce union / management misunderstandings and resolve labor / management disputes / grievances. (10%)

Job Scope

• Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees.
• Promotes customer and employee satisfaction
• Decision-making authority is related to completion of departmental scheduled workload
• Work is subject to frequent/daily review.
• Impact to budget is limited and is reflective of workgroups contribution to daily workflow.
• Establish, promote and maintain a safe work environment.

Minimum Qualifications

• 2 - 4 years internal utility company experience (e.g., ComEd, PECO), or equivalent external experience
• 2+ years internal supervisory experience (e.g., ComEd, PECO, BSC, ExGen), or receive acceptable rating on Supervisory Assessment
• Demonstrated computer literacy
• Strong written and oral communication skills

Preferred Qualifications

• Bachelor's degree
• Call Center Experience
• General knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes
• General understanding of applicable systems and technology (e.g., customer information system, electronic hand-held meter reading equipment, etc.)

Benefits

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $69,600.00/Yr. – $95,700.00/Yr.
• Annual Bonus for eligible positions: 10%
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.