Supervisor, Customer Inquiry Assistance

Requisition ID # 173095 

Job Category: Accounting / Finance 

Job Level: Supervisor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: West Sacramento

Department Overview

In Customer Channels and Services we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

Position Summary

The Customer Inquiry Assistance supervisor provides supervision of union-represented clerical staff and provides coaching, direction and support to ensure excellent and efficient customer service is delivered to our customers. This position will evaluate the effectiveness of, and recommend improvements in business processes, practices and procedures. This position requires multi-tasking, good judgment, the use of a wide array of skills, ability to adjust to continual change, and resourcefulness. This position may involve special projects and other initiatives as needed. This position will be responsible for researching and reconciling payments variances thus strong analytical and problem-solving skills are preferred.

This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements. The assigned work location will be within the PG&E Service Territory and will be agreed upon by the successful candidate and hiring leader.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

California Min: $93,000

California Mid: $116,000

California Max $139,000

Job Responsibilities

• Coach and develop employees by providing a clear vision of Company goals, virtues and setting clear performance expectations. Manage daily work activities to ensure customers and customer payments are supported in a customer focused, and efficient manner.
• Actively identify and implement best practices using both a data-based approach to workflow efficiency and employee engagement on processes and how processes can be improved to support the customer.
• Strive to exceed customer expectations by utilizing best practices for process efficiency and providing meaningful feedback and coaching to staff.
• Create and manage a safe work environment; effectively implement elements of utility standard practice for safety strategy. Understand and manage safety related and ergonomic issues.
• Effectively communicate company messages, department strategy, production updates etc. timely to front line employees.
• Partner with internal technical teams and external vendors to resolve payment/return files errors, resolve recon issues, and support customers with specific issues. Additionally, customer information is received and accurately updated on correct technology platform.
• Act as an escalation point for customer issues from team members or in partnership with Customer Relations or other departments.
• Responsible for vendor management and reporting issues that impact customers directly to the vendor.
• Responsible for the attendance management of staff, including time reporting and administering discipline.

Qualifications

Minimum Qualifications

• High School diploma or GED
• 5 years of related work experience

Desired Qualifications

• Bachelors degree or equivalent 
• 2 years of leadership experience
• Excellent written and verbal communication skills
• Experience leading and developing strong teams
• Understanding basic accounting principles
• Experience in union environment (IBEW)
• Experience with Lean Principles