Supervisor, Customer Service - Customer Assistance

Under general supervision the Customer Assistance, the Supervisor is responsible for planning, directing and controlling the activities of the employees in the Customer Assistance Department. The Supervisor must supervise daily assignments and activities of all assigned team members by planning, organizing, scheduling and assuring that assignments optimize productivity and meet departmental, organizational and company-wide operating goals. The Supervisor must utilize available technology and other methods to constantly improve quality, efficiency and productivity. The Supervisor must develop, coach and provide constructive feedback to employees assigned to them to help provide positive customer experiences. Ensuring communication of and compliance with Customer Service procedures is one of the important tasks of this position. The Supervisor will be interfacing with customers and other departments about requests and concerns. Required Education/Experience Bachelor's Degree and a minimum of two years related work experience or Associate's Degree and a minimum of four years related work experience or High School Diploma/GED and a minimum of five years of related work experience Relevant Work Experience Related work is defined as customer service, billing and rate design or financial experience. Required Must possess effective leadership skills, have strong interpersonal skills, excellent telephone skills. Required Must be flexible to allow assignment of different tasks, be able to adapt quickly and take direction from different managers. Required Must be well organized, detail oriented and flexible to handle multiple assignments and deadlines. Required Must possess excellent listening, oral and written communication skills, and have the ability to effectively interact with customers, support staff, and various levels of management. Required Must be able to work independently and in a team environment. Required Must be able to make decisions without guidance from manager. Required Must have good analytical skills. Required A good understanding of the Customer Assistance Organizations policies and procedures. Required Demonstrated proficiency with all Microsoft Office applications Excel, Outlook, Access, Word, and PowerPoint. Required Possess working knowledge of the Customer Care and Billing System (CC&B) is a plus but not limited to experience and knowledge of other customer systems. Preferred Licenses and Certifications Driver's License Required Physical Demands Sit or stand to answer a phone for the duration of the workday Sit or stand to use a keyboard, mouse, and computer for the duration of the workday Possess manual dexterity and the ability to use hands for the duration of the workday Additional Physical Demands The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays. Must be able and willing to travel as needed. Core Responsibilities Commit to these ideals of developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all our stakeholders. Supervise and direct Customer Service Representatives and Customer Accounting Representatives ensuring that customers are provided with the highest quality, courteous and efficient service, as well as ensuring the achievement of all applicable PSC, Corporate and Section goals and standards. Work towards accomplishing Customer Assistance department goals that include reducing overall costs, growing the business, satisfying customer needs, timely and accurate billing and promoting an excellent customer experience. Evaluate employees work performance, coach and develop, document reviews and feedback, as well as recommend corrective or disciplinary action when necessary. Embrace a +1 experience with our internal and external customers by motivating employees to improve performance and confidence with their individual leadership and coaching skills. Utilize available technology and apply creative solutions to improve the quality, efficiency and productivity of the Customer Assistance operations. Ensure uniform and consistent administration and compliance of all company practices and procedures including the Office of Diversity and Inclusion (ODI), the Companys Code of Conduct, environmental and safety, as well as governmental regulations. Assume a leadership role in directing and planning of staff during emergencies and participate in the on-call schedule rotation. Performs other task and assignment as required.