Monthly Salary: $8,203 – $10,459 monthly, DOE
Review Begins: May 3, 2021
Supervisor: Marty Holm, Finance Manager
FLSA Status: Exempt
The Customer Services Supervisor directs the Customer Services Department and is accountable for its successful functioning. The department is responsible for customer account services, payment processing, collections, meter inspections, and mailroom services. The Customer Services Supervisor monitors and evaluates the progress of the department toward meeting goals, and makes any necessary adjustments in objectives, work plans, schedules, and resource commitments.
A combination of education and experience equivalent to a Bachelor’s Degree and five years of experience that includes project management and the supervision of employees. Ability to manage the work of a department to achieve District goals and objectives; Supervise and direct the work of others to attain high quality work in an efficient manner; interpret policies, rules, and procedures in light of the particular circumstances at hand and modify and establish new policies and procedures as necessary; demonstrate expertise using and supporting the District’s customer information system; effectively identify and resolve problems; change focus quickly while re-prioritizing; communicate effectively in oral and written forms; meet and work courteously and effectively with other employees, customers, elected officials, and the public.
The ideal candidate will have experience working in the electric utility industry, working for a public employer, and working in a unionized environment.
Refer to the job description for a complete description of duties and responsibilities.
Under the provisions of the Immigration Reform and Control Act of 1986, Tillamook PUD requires any person hired or rehired to provide evidence of identity and eligibility for employment on the date of hire.
- Participate in selection, training, evaluation, promotion, discipline, and termination of Customer Service staff.
- Monitor and direct work performance of Customer Service staff; Promote teamwork and collaboration by monitoring workloads and team member contributions, providing consistent and regular feedback regarding performance and addressing concerns, and ensuring clear communication.
- Maintaining schedules for Customer Service staff to ensure there is appropriate coverage during office hours (sick/personal leave, training time, covering for other departments, etc.) This also includes creating schedules for Mail/Bank delivery, coverage during All-Hands safety meetings, paperwork processing, closing duties, and special events.
- Coordinate cross-training and professional development for Customer Service staff
- Coordinate monthly Customer Service Department meetings: creating agenda, sending out meeting notes and reminders.
- Develop, implement, and evaluate programs and services for customers; resolve the most complex and/or difficult customer complaints; monitor department efficiencies.
- Monitor collections agency activity and associated costs.
- Ensure that confidential customer information is protected and kept private by training and assisting Customer Service staff with Red Flag compliance and credit and identity validation.
- Troubleshooting issues via phone reports, cash register reports, customer information system reporting, and video cameras,
- Utilize telephone software to analyze call logs and maintain and modify notifications, including holiday closures.
- Oversee mailroom and postal services; order and maintain mail postage machine supplies; ensure enough funds available for postage and Business Reply Mail
- Work collaboratively with the Information Technology staff to streamline processes, create and modify analysis reports.
- Be the subject matter expert on all customer information system business processes and act as the departmental IT liaison for implementation of software upgrades, enhancements and changes.
- Assist in the preparation of monthly report on department activities for the Board of Directors.
- Assist with annual department budget and monitor department expenditures.
- Assist with the development and implementation of department policies and procedures, including compliance with current regulations and laws; compile reports and spreadsheets as required; prioritize short-term and long-term projects to achieve departmental objectives.
- Education and experience equivalent to a Bachelor’s Degree
- Five years’ experience that includes project management and the supervision of employees.
- Electric utility experience, including working with a customer service management software.
- Possess leadership skills and proven track record of ability to positively influence culture, business strategy, and business outcomes.
- Excellent oral, written, and interpersonal communication skills.
- Proficiency with standard operating systems and office applications, including Word, Excel, and Outlook.
- Demonstrated organizational skills with proven ability to be detail oriented, prioritize workloads, multi-task, and maintain a professional demeanor.
- Demonstrated strategic thinking and analytical skills.
- Demonstrated ability to effectively communicate and establish and maintain effective working relationships and good public relations with other employees, agencies, and the general public, including individuals from diverse backgrounds or cultures.
- Knowledge of concepts associated with the power industry, including energy and demand, power factors, etc.; the various ways in which power is consumed; of customer services “best practices”; funding sources and requirements; project management, personnel management, and fiscal management.
- Supervise and direct the work of others to attain high quality work in an efficient manner; interpret policies, rules, and procedures in light of the particular circumstances at hand and modify and establish new policies and procedures as necessary; demonstrate expertise using and supporting the District’s customer information system; effectively identify and resolve problems; change focus quickly while re-prioritizing; communicate effectively in oral and written forms; meet and work courteously and effectively with other employees, customers, elected officials, and the public; remain calm and use good judgment during confrontational or high-pressure situations that may arise.
Typical Physical Demands/Working Conditions
- Most work is performed in an office environment and is sedentary in nature, requiring the ability to sit for extended periods, hear voice communication, and visual acuity to enter and read information on a computer. Infrequently, work requires lifting of boxes weighing up to 30 pounds and use of a hand truck to move supplies to various locations. Work may require intermittent travel, most often locally and within the state. However, occasionally out-of-state travel may be necessary.
Request for accommodations will be reviewed on an individual basis.
- May 3, 2021
- June 01, 2021