Supervisor, Customer Inquiry Assistance

Company: PG&E Corporation
Location: West Sacramento
Posted on: January 15, 2023

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. -
--- - - -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: -

• High School or GED-General Educational Development-GED Diploma
• Job-related experience, 5 years -Desired: -
  • Leadership experience
  • Bachelors degree
  • Excellent written and verbal communication skills
  • 2+ years of Customer Care and Billing (CC&B) experience
  • Experience leading and developing strong teams
  • Understanding basic accounting principles
  • Experience in union environment (IBEW)

Keywords: PG&E Corporation, West Sacramento , Supervisor, Customer Inquiry Assistance, Other , West Sacramento, California