Supervisor Customer Service

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Supervisor Customer Service

Job Function Summary

Manages or supervises multiple functions within the Customer Service job family.

Key Job Information

Supervisor, Customer Service 6449

Grade 8

Career Level: M1

Supervisor: Supervises the daily activities of business support, technicians and/or production teams

Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors

Decisions are guided by policies, procedures and the local business plan; receives guidance and oversight from manager

Typically does not perform the work supervised

Key Responsibilities

Management Supervises one or more teams or individuals responsible for customer service activities for assigned team or teams; provides daily supervision, ensuring that all relevant standards/procedures are followed; provides coaching and guidance; monitors team and individual performance metrics; suggests and recommends process improvements; reviews quality of customer interactions and provides guidance to employees; develops and implements plans to onboard new employees; develops and delivers work expectations and monitors compliance.

Strategy and Planning Either collaboratively or individually (depending on position), develops and implements strategy and vision for team; collaborates with other departments to ensure overall delivery of positive customer experience; collaboratively or individually develops scorecard metrics for team; develops and implements plans to facilitate employee engagement.

Research and Special Projects Depending on specialty area(s), may perform any of the following duties: investigate employee issues and recommend actions; research and resolve escalated customer complaints or unusually complex or difficult situations; serve as a subject matter expert on or lead projects or initiatives.

Vendor Management Depending on specialty area(s), may manage vendor relationships, including selecting vendors, establishing metrics and service level agreements, monitoring vendor performance and working with vendors to resolve issues.

Financial Management Monitors and manages expenditures, ensuring financial targets are met, and examines any areas where budgets/expenditures vary from plan, monitor and optimize operational effectiveness.

Resourcing May develop resource plans for team; implements resourcing decisions; partners with HR and other leaders in the recruitment, evaluation and selection processes.

Professional Development Maintains knowledge of skill-development tools/resources; advises on required outcomes for learning or development from knowledge of available tools and organizational development needs; assists employees in creating development plans and monitors progress.

Education/Experience/Certifications

Education Requires a bachelor’s degree in business, finance or other related field or equivalent experience.

Experience Prefer five or more years of customer service experience with one year of formal or informal leadership experience. Utility experience preferred. Depending on position, experience in specialty area may be preferred or required.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

Advanced knowledge of area(s) supervised

Advanced knowledge of customer service processes and procedures

Intermediate knowledge of tariffs and utility-related regulations

Intermediate knowledge of employment law

Intermediate skills in strategy setting

Working knowledge of systems used in department

Working knowledge of trends and practices in customer service

Intermediate skills in project management

Intermediate skills in using data

General Competencies

Advanced skills in customer focus

Advanced skills in tact and diplomacy

Advanced interpersonal skills

Intermediate influence skills

Advanced skills in organization and prioritization

Advanced communication skills

Intermediate process management skills

Intermediate problem-solving skills

Intermed