Supvr Customer Service - Oakbrook Terrace, IL

About the role

Primary Purpose: Monitor and supervise Customer Services bargaining unit or non‑exempt line employees. Monitor daily workplan and make adjustments where necessary. Develop a workplan detailing the daily activities of the employees. Answer and discuss the more difficult customer problems. Review reports to assure the proper completion of workload. Interface with various organizations within Customer Services to ensure timely completion of work. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Job Scope: Direct day‑to‑day supervisory responsibilities over bargaining unit or non‑exempt line employees. Promotes customer and employee satisfaction. Decision‑making authority is related to completion of departmental scheduled workload. Work is subject to frequent/daily review. Impact to budget is limited and is reflective of workgroups contribution to daily workflow. Establish, promote and maintain a safe work environment.

Responsibilities

• Direct bargaining unit or non‑exempt line employees in day‑to‑day activities.
• Coordinate and evaluate scheduling of work.
• Schedule overtime when required.
• Develop scheduling process to ensure efficient completion of workload. (40%)
• Evaluate and monitor bargaining unit or non‑exempt line employee productivity to maximize performance. Maintain effective communication with bargaining unit or non‑exempt line employees, enhance job skills and motivate employees to ensure Employee Satisfaction. (20%)
• Establish, promote and maintain a safe work environment within the department. (10%)
• Review and monitor reports as required (i.e., daily time sheets, budgets, etc.) (10%)
• Interface with other business units to ensure timely completion of work. (10%)
• Interact with union representatives to reduce union / management misunderstandings and resolve labor / management disputes / grievances. (10%)

Requirements

Minimum Education Required: High School/GED

Minimum Qualifications: 2‑4 years internal utility company experience (e.g., ComEd, PECO), or equivalent external experience; 2+ years internal supervisory experience (e.g., ComEd, PECO, BSC, ExGen), or receive acceptable rating on Supervisory Assessment; Demonstrated computer literacy; Strong written and oral communication skills.

Qualifications

Preferred Qualifications: Bachelor's degree; Call Center Experience; General knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes; General understanding of applicable systems and technology (e.g., customer information system, electronic hand‑held meter reading equipment, etc.).

Skills

Computer literacy; Strong written and oral communication skills.

Benefits

• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more

Pay

Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $69,600.00/Yr. – $95,700.00/Yr.

Annual Bonus for eligible positions: 10%

Salary Range: $60,000‑$75,000

Schedule

On‑site position at Oakbrook Terrace, Illinois.

May be required to work extended hours for coverage during storms or other energy delivery emergencies.