Supervising Customer Representative

Minimum Pay Rate: $86,819.20 

Maximum Pay Rate: $115,044.80 

Civil Service Status: Non-Civil Service 

Apply by Date: 01/15/2025 

Posting Type: Open 

 

This position intends to fill an 18 month limited term position. 

 

The intent of this job posting is to fill one (1) limited-term position and establish an eligibility list which may be used to fill current and future, permanent and limited-term, vacancies for up to two (2) years.

SMUD's Contact Center is looking to fill one (1) limited-term Supervising Customer Representative position to lead, mentor and inspire our awesome employees. The Supervising Customer Representative role plays a vital role in maintaining operational excellence, delivering on our customer experience principles and supporting our culture of inclusion and diversity. Successful candidates will have a strong commitment to safety, employee engagement, and a "never give up" attitude when it comes to achieving goals and supporting our customers. Passionate, collaborative, and confident communicators are encouraged to apply!

 

The Supervising Customer Representative will support and lead Contact Center teams while overseeing the work of our talented CSRs ready to receive inbound customer calls.  This is a hybrid position where the selected candidate will generally work 3 days in office and 2 days remotely.  The selected candidate should be available to work a shift that falls between the hours of 6:55am to 7:15pm Monday through Friday, with occasional after-hours support for storm outages and emergencies.

 

See "Cover Letter Requirement" section below.  Failure to respond to the questions may preclude you from moving forward in this process.

Cover Letter Requirement

Please respond to the following question in your cover letter. Failure to respond may preclude you from moving forward in this process. Please do not indicate “refer to resume” as a response to the questions as it will be viewed as incomplete.

• Please describe your leadership experience and your approach to drive towards positive results.

Purpose

Supervises the maintenance of customer records as pertaining to move orders, bill inquiries and collections; ensures work quality and adherence to established policies and procedures; and performs the more technical and complex tasks relative to assigned area of responsibility.

Nature and Scope

Plans, coordinates, prioritizes, monitors and reviews the work results in assigned area; assists in selecting, training, motivating, evaluating and developing subordinate personnel and ensures safe work practices, work quality and accuracy, sufficient workforce resources, as well as compliance with applicable rules, policies, regulations and procedures.

Duties and Responsibilities

• Directly supervises the work of assigned customer representative staff; ensures timely and accurate response to all customer inquiries received annually by phone, mail, email and in person.
• Provides continuous, ongoing training to ensure employees are aware of procedural changes and new programs within SMUD as they relate to SMUD customers.
• Prepares performance evaluations, counsels employees concerning performance deficiencies, implements additional training, and recommends disciplinary actions, as necessary.
• Analyzes, interprets and evaluates SMUD rates, rules, regulations, policies and procedures to ensure accurate accounts, emergency service and meter reading.
• Responds to inquiries from internal/external customers, Board Office, management, supervisory referrals, and customer correspondence; interacts with difficult and/or hostile customers; resolves problems and issues to the customer and SMUD satisfaction.
• Communicates and coordinates customer orders with other departments, including residential services, commercial services, revenue collection, distribution services, and customer strategy to ensure smooth work flow from one department to another.
• Compiles and prepares daily/monthly statistical and analytical reports for use in determining training and coaching needs.
• Interfaces with technical staff from information services, enterprise system support, and customer systems support to implement and maintain programs used in customer care.
• Authorizes verification of meter readings, requests meter tests, analyzes customer records and makes necessary adjustments; processes field orders, metering and rate investigations; updates accounts to assure proper billing.
• Serves as a representative of SMUD to explain SMUD position in billing disputes to assure correctness of customers bills and customer satisfaction.
• Serves as Hearing Officer, weighing information provided by the customer and SMUD, to provide