Customer Field Services Supervisor

Overview

We have an exciting career opportunity for a Customer Field Services Supervisor to join our team! 

The successful candidate will be responsible for the supervision of Customer Field Services personnel engaged in front line face-to-face customer contact and miscellaneous service work for the gas, water and wastewater utilities. After normal business hours supervisory responsibilities include Gas Operations personnel. Responsible for data analysis required to manage workload and meet department service goals. Coordinates with Dispatch to ensure proper job assignments are complete. Ensures monthly safety meetings and compliance trainings are completed. Coaches’ and mentor’s employees to ensure the Utility’s interests are achieved for the internal and external customer. Maybe required to obtain operator qualification credentials. 

Citizens Energy Group offers a competitive salary and great benefits including:

• Health, Dental & Vision
• Defined Benefit Pension Plan
• 401(k) Retirement Plan with company match
• Short-Term Incentive Plan (STIP)
• Health Savings Account (HSA) with company contribution
• Wellness Program
• Adoption and tuition assistance
• Employee Credit Union
• PTO and Paid Holidays

 

Minimum Salary: $84, 200 (Grade 10)

 

Work Schedule: 2:00 p.m. - 10:00 p.m.

 If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!

Responsibilities

Essential Duties and Responsibilities

 

• Field duties: completes audits of direct reports job sites, completes field visits with employees, responds to and resolves customer complaints, identifies areas of improvement in work processes through visual inspections and data analysis
• Employee administration: Manages the employee payroll process, ensures proper  routing, ensures monthly safety meetings are completed, ensures attendance of compliance training, begins the customer claims process, identifies new opportunities for efficiencies and creates processes improvements that are implemented across Customer Field Services, participate in cross functional teams, CGI calibration
• Data Analysis: analyzes average order times, daily start and stop times order completion information, utilizes the Network Fleet Data to improve employee performance and reduce cost by analyzing Idle time, speed, and route efficiency
• Qualifying & Training Responsibilities: Ensure all employees are trained and are operating according to Federal/State regulations. Able to qualify and disqualify new and current Gas Operations and Customer Field Services employees and provide the necessary training tools in order to re-qualify employees. (Operator Qualification).
• Coaching/Developing Responsibilities: Actively develop direct reports to expand their desired potential(s), DPF’s, PPR’s, CSA
• Responds to gas, water and wastewater emergencies, to ensure public safety and coordinate with other first responding agencies
  • Ability to respond appropriately to emergency situations
  • Customer Field Services/Gas (Leaks, No Gas, Damage Lines, Combustible Gas, Reported Explosions, Confirmed Explosions, Asphyxiations, Fires)
  • Water (Leaks, No Water, Flood-In, Main Breaks)
  • Wastewater (Back-ups, Overflows, Cave-ins)

Qualifications

Required Qualifications

• Thorough knowledge of operational policies, equipment and training.
  • Customer Field Services/Gas (Operator Qualification, PCAD, O&M Manual, Emergency Plan, Meter Setting Manual, ESRI, IFGC, Moview, Soview, CGI, Line Locators, Toughpad)
  • Water (Standard Operating Procedures, PCAD, ESRI, Belt Clip Reader, FC300 Reader, Toughpad)
  • Wastewater (Standard Operating Procedures, PCAD, ESRI, Toughpad)
• Ability to work extended hours, as well as different shifts, and participation in an on-call rotation that covers Customer Field Services and Gas Operations.
• Maintain Supervisor Operator Qualifications through Energy WorldNet.
• Must have experience utilizing the Utility’s variety of software packages. (Word, Excel, Outlook, Oracle, PCAD, PowerBI, Access, ESRI, Energy WorldNet, Verizon Network Fleet, ITrust, CAD Reporting tool, Sensit Calibration Software, etc.)
• Demonstration of outstanding performance in leadership, organizational, verbal and written communication skills.
• Must have and maintain a valid State of Indiana Bureau of Motor Vehicles Driver’s License.
• Ability to work with confidential information, use discretion and best judgment.
• Awareness of Local Union No 1400 Agreement a