Billing QA Supervisor

Requisition ID # 155496 

Job Category: Compliance / Risk / Quality Assurance 

Job Level: Supervisor

Business Unit: Customer & Comms

Work Type: Hybrid

Job Location: Stockton

 

 

Department Overview

Complex Billing is a critical component of everyday customer care and business operations. Our success in delighting customers and rewarding shareholders is contingent upon an energized workforce and effective partnering with our internal business partners. Benchmarking, performance measurement metrics, the Premier Employee Engagement Index, and the Customer Satisfaction and Brand Health Survey Index are the key indicators utilized to measure Complex Billings' performance.
 
Our mission is to provide excellent customer service through the provision of timely and accurate billing services. Our goal in the area of customer service is to enhance the customer experience by providing timely and accurate billing for PG&Es’ large commercial, industrial, agricultural and net energy metering (NEM) customers. Our goal in the area of cost management is to reduce costs through efficiency improvements to meet our approved budget. And finally, our goal in the area of employee satisfaction is to attract and retain high performing employees by making Complex Billing a department that values, supports, and develops its most important asset.  

Position Summary

Supervises the Electric Billing Team within the Complex Billing department to ensure that the team meets the department performance measures of Timeliness, Accuracy, and Customer Satisfaction. Develop and implement key partnerships across stakeholders to maximize timely and accurate customer billing performance while strategically utilizing resources to minimize credit risk loss. Ensures employees receive required training, have access to tools, resources, training materials, and documented processes and procedures to perform their job duties.

Job Responsibilities

• Supervise operations personnel responsible for analyzing and resolving data issues and/or processing customer-initiated account maintenance requests.
• Manage daily work and assign to appropriate resources based on skill set to ensure all metric/goals are met.
• Provide appropriate guidance and resources to ensure personnel can perform the functions of
• their jobs at their best.
• Manage and resolve escalated customer complaints related to work tasks managed within their respective teams.

 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job.  The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity.  Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.​

A reasonable salary range is:​

California Minimum: $​104,000

California Maximum: $​166,000

 

Qualifications

Minimum:

• High School or GED-General Educational Development-GED Diploma
• Job-related experience, 5 years

Desired:

• Ability to create, promote and manage a safe work environment.
• Ability to develop and manage dept. budgets, expenses, variances.
• Ability to communicate and support company and organization policies, procedures, goals, objectives, vision, and values.
• Ability to manage day-to-day operations, identify and implement operational changes and improvements in support of the business.
• Ability to develop working relationships with customers and business partners where operations, service, support or other interdependencies exist.
• Ability to encourage employees to identify work process and system improvements, champion and overcome resistance to and facilitate change.
• Ability to convey credibility, confidence, and sense of authority.
• Conveys messages simply, concisely and at right pace and tone for audience.
• Remains calm controlled and productive when confronted by opposition or work stress.
• Ability to foster a learning environment and to develop employees to ensure backfills and successors.
• Understands and supports PG&E’s business vision and values to maximize results, limit risks and effectively lead.