Supervisor, Customer Inquiry Assistance
Company: PG&E Corporation
Location: West Sacramento
Posted on: January 15, 2023
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Job Description:
Requisition ID -# 144476 -Job Category: Accounting / Finance
-Job Level: SupervisorBusiness Unit: Customer & CommsWork Type:
OnsiteJob Location: West Sacramento - -Department OverviewIn
Customer Operations and Enablement, we are focused on delivering
the desired customer experience for each of our customers.
Everything we do starts with the customer and this mindset is
embedded across all work streams within Credit and Revenue
Operations. Credit and Revenue Operations develops payment and
communications channels for our customers. Our communications focus
on helping and reminding customers to pay and taking occasional
action to prompt payment. Within Credit and Revenue Operations, the
Customer Revenue Processing team processes incoming payments,
resolves payment exceptions for all pay channels, and responds to
customer correspondence, including providing requested literature
to customers. -Position SummaryThe 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. -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. - -A reasonable salary range is:
-California Minimum: - - -$86,000
California Maximum: - - -$129,000
- - -Job Responsibilities--- - - -Coach and develop employees by
providing a clear vision of Company goals 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.
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--- - - -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. -
--- - - -Responsible to identify continuous improvement
opportunities and de-risk the operations for optimal results.
- -QualificationsMinimum: -
Keywords: PG&E Corporation, West Sacramento , Supervisor, Customer Inquiry Assistance, Other , West Sacramento, California
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