Supervisor - Customer Complaints & Regulatory Compliance

Responsibilities

• Liaison with constituency services for internal departments within Customer Affairs and external agencies related to State, Federal and Local government.
• Oversee the day-to-day functions related to receiving and handling calls and/or inquiries from city and state public officials regarding constituent concerns and inquiries.
• Investigate customer accounts to determine reasons for calling and develop resolutions.
• Provide officials with requested documentation of policies, procedures, and processes related to constituent concerns.
• Prepare formal documentation and letters of response to inquiries.
• Maintain tracking system for all incoming and completed work assignments, providing regular weekly, monthly, and ad hoc reports as requested; provides statistical analysis of types of complaints, resolutions, and unsettled issues.

Qualifications

• Associate degree in Business Administration, Accounting, or other related fields of study.
• 3 to 5 years of directly related experience working in the utility industry.
• Knowledge of the Public Utility Commission Chapter 56, federal, state, and local regulations governing low-income programs.
• Leadership ability with willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees to apply an effective and efficient customer-service oriented approach to their daily responsibilities.
• Knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building, and personnel management.
• Verbal and written communication skills with the ability to effectively interact with all levels of employees, irate customers, and other public agencies/officials in delicate, pressure situations.
• Proficiency in the use of Microsoft Office, PGW Legacy CICS Billing System, Kubra Bill Print System, PGW Interactive website.
• Problem-solving and analytical skills with the ability to develop creative solutions to delicate issues.
• Organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.