Customer Contact Supervisor

Company Summary Statement

PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.

Overview

A Customer Contact Supervisor is a team member who demonstrates a high level of confidence, initiative, adaptability, as well as the ability to act strategically and take decisive action despite ambiguity. The Customer Contact Supervisor must create an atmosphere of excellence through directing and implementing a broad range of customer care initiatives. Develops and promotes a customer-driven service culture. Accountable for improving customer satisfaction. Sets priorities for, leads and participates in the review of performance of staff. Ability to coach in a way that drives results and motivates. Resolve complex customer complaints while complying with the PPUC regulations, tariff rules and company policies and procedures.

Responsibilities

• Outstanding analytical problem-solving skills.
• Supervises and coordinates work during emergencies and call outs
• Works within the boundaries of the labor agreement and PUC guidelines
• Ability to work well with individuals on all levels of the organization.
• Excellent communications (verbal/written) and interpersonal skills.
• Flexible and adapt well to changing organizational needs. Must be highly skilled in conflict resolution.
• Ability to perform to goals in a fast-paced and changing environment. Perform additional functions that may be assigned at the discretion of management
• If applicable, in-person supervision of employees to ensure compliance with FLSA wage and hour issues as well as to monitor compliance with safety rules.
• Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
• May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
• All positions in which driving is an essential function of the job, regardless of if the job code is marked safety sensitive or not, will also be included as safety sensitive.
• Performs other duties as assigned
• Complies with all policies and standards
  
  
  

Qualifications

Required Education:

• Bachelor's Degree or 8 years of equivalent experience
  
  
  

Required Experience:

• 5 years’ experience in Customer Service or Call Centers
• Ability to work on-call as scheduled
• Ability to work weekends and/or holidays where needed
  
  
  

Preferred Qualifications:

• Bachelor's Degree