Supervisor, Customer Service - Salt Lake City, Utah #113580

POWER YOUR GREATNESS!

PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability, inclusion and belonging.

General Purpose

Supervises a location or segment of a larger department. Implements business objectives, strategies and plans and oversees daily work functions. Responsible for selecting, coaching, and developing employees and management of salaries. Responsible for process improvement and management of billing, credit, outage and new service work streams. Provides alternatives and recommendations to management and influences their decisions regarding courses of action. Implements and supports company programs and policies. May be a working supervisor.

Responsibilities

• Promote a customer first culture and commit to delivering outstanding results for customers.
• Oversee the activities of the customer service agents and billing, credit, outage and new service work streams. 
• Monitor operations and activities of utility billing services; recommend improvements and modifications and prepare various reports on operations and activities.  Recommend and assist in the implementation of goals and objectives; implement policies and procedures. 
• Meet billing operational standards by contributing billing information to strategic plans and reviews.  Implement production, productivity, quality, and customer-service standards; resolve problems; identify billing system improvements.
• Ensure timely reconciliations of accounts related to customer and delinquent accounts.
• Handle extremely difficult customer situations involving account disputes, collections, and electric turn-offs for delinquent accounts. 
• Monitor customer account balances for utilities services and collection procedures.
• Assure credit collection policies are consistent with sound business and financial policies, and comply with City, State, and Federal rules and regulations throughout the six-state service territory.
• Monitor delinquent closed accounts and authorize assignments to collection agencies.
• Monitor correspondence and claims in connection with bankruptcies and estates.
• Coordinate utilities rate refunds, notification of customers, reconciliation of accounts.
• Establish career development plans for customer service agents, evaluate performance, and provide ongoing feedback.
• Coach, develop, mentor, lead, and motivate customer service agent teams to achieve optimum performance and comply with all company policies and procedures. 
• Serve as first level resource for customer service agents.Identify and resolve all disciplinary and performance issues within the team so that customer satisfaction remains high, driving towards the complete elimination of complaints.
• Conduct daily team briefings and demonstrate a high level of energy, commitment, and motivation toward achieving targets.
• Facilitate meetings to communicate key messages to customer service agents.
• Develop and implement customer service work guidelines and company policies to customer service agents and teams. 
• Apply principles and best practices to achieve total customer satisfaction and telephone statistical and corporate leadership goals. 
• Serve as a liaison between customers and various company departments.
• Manage large-scale projects including new business and implementation of new center technologies.
• Consult with internal and external customers working with all levels of an organization including people with different styles and backgrounds. 
• Utilize the capabilities and functionality of word processing, outlook, spreadsheets, SAP, GTx, CSS, eQuality and other technologies.

Requirements

•    Bachelor’s Degree in an applicable field; or the equivalent combination of education and experience.

•    A minimum of six years’ experience in a customer service environment.

•    Supervisory skills including the ability to implement action plans for achieving objectives and to oversee daily operations.

•    Communication and interpersonal skills to communicate expectations, coach employees, provide feedback, and work collaboratively with other departments.

•    Leadership and teamwork skills to develop and promote cooperative working relationships within and among departments.

•    Thorough knowledge of local policy and state statutes regarding utility billing and collection services.

•    Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes.

•    Knowledge of strategic plan and objectives for area, day-to-day operations of specific area, company policies, procedures and practices, and federal, state, and local laws and regulations.

•    Proficient with the use of personal computers including spreadsheets, word processing, databases, and presentation applications.

•    Demonstrated conflict resolution skills.

•    Ability to work with all levels of an organization including people with different styles and backgrounds.

Employees must be able to perform the essential functions of the position with or without an accommodation.

Preferences

Additional Information

Req Id: 113580 

Company Code: PACIFICORP
Primary Location: Salt Lake City, Utah

Department: Customer Care 

Schedule: Full - Time

Personnel Subarea: Exempt
Hiring Range: 78,500 - 101,500 

This position is eligible for an annual discretionary performance incentive bonus of up to 12.00% of salary.

Benefits: Health care, retirement, paid time off, tuition assistance, paid short-term and long-term disability, paid bereavement leave. For more information, please visit: https://careers.pacificorp.com/content/New-Benefits-Page/?locale=en_US 

Employees must be able to perform the essential functions of the position with or without an accommodation.

PacifiCorp is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.

Unless otherwise required by law, all offers of employment are contingent upon the successful completion of a background check and drug screening including for marijuana. While marijuana is legal in several states, including Oregon, a positive test for positions in Oregon may disqualify a candidate. The company complies with the laws of Washington and California and only obtains and considers positive tests for marijuana in safety-sensitive positions or those covered by U.S. Department of Transportation regulations.