Supervisor - Customer Complaints & Regulatory Compliance
Philadelphia, PAFull-timePosted 7mo agoSeen in employer's feed 3 days ago
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Job overview
Philadelphia Gas Works is hiring a Supervisor - Customer Complaints & Regulatory Compliance. The Supervisor - Customer Complaints & Regulatory Compliance at Philadelphia Gas Works (PGW) oversees dispute resolution, personnel management, and contributes to finance and accounting. This role involves liaising with internal and external agencies, investigating customer accounts, preparing formal documentation, and maintaining tracking systems for inquiries. The supervisor also coordinates subordinate work activities, assesses employee needs, and evaluates performance.
Key focus areas include Liaison with constituency services for internal departments and external agencies., Oversee day-to-day functions related to receiving and handling calls/inquiries from public officials., and Investigate customer accounts to determine reason for calling and develop resolution..
Successful candidates bring Associate Degree In Business Administration/Accounting Or Equivalent Experience and 3+ Years Utility Industry Experience. Important skills include Dispute Resolution Administration, Investigating Customer Accounts, Preparing Formal Documentation, Tracking System Maintenance, Statistics, and Personnel Management.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
Overview
Philadelphia Gas Works
Looking for a challenge and ready to light up your career?
The Philadelphia Gas Works (PGW) is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.
Make a difference in your future – Become part of the PGW Team!
Supervisor - Customer Complaints & Regulatory Compliance
Free Health Insurance – Free Dental Insurance – Pension Plan – Free Parking – Wellness Programs
Responsibilities
Responsibilities:
Dispute Resolution Administration
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 & state public officials regarding constituent concerns and inquiries. This includes but is not limited to:
Investigating customer accounts to determine reason for calling and develop resolution.
Providing officials with requested documentation of policies, procedures and processes related to
constituent concerns.
Preparing 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.
Personnel Management
Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed.
Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable; assist in first step grievances.
Evaluate and meet with subordinates to discuss work performance providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.
Finance & Accounting
Participate in the annual budget preparation process as needed or requested.
Other Related Functions
Keep abreast of current trends in energy assistance programs ensuring the unit is up-to-date and processing information in accordance with federal, state, and local regulations; participate in decisions related to improving operations.
Attend Customer Affairs community events when required.
Perform other special projects and assignments as directed.
Qualifications
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.
Must have knowledge of the Public Utility Commission Chapter 56, federal, state, and local regulations governing low-income programs.
Must have 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.
Must have knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building and personnel management.
Must have 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.
Must be proficient in the use of Microsoft Office, PGW Legacy CICS Billing System, Kubra Bill Print System, PGW Interactive website.
Must have problem solving and analytical skills with the ability to develop creative solutions to delicate issues.
Must have organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.
An Equivalent combination of experience and education may be acceptable in lieu of a degree.
We offer a strong benefit package that includes free basic health and dental insurance. PGW is proud to be an Equal Opportunity and Affirmative Action Employer, M/F/D/VAAP/EEO.
Location: 800 W Montgomery Ave, Philadelphia, PA 19122
While we appreciate all responses, only those who are uniquely qualified will be contacted.
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ID 2026-1938
Employment Status Regular/Full Time
Category Customer Service/Support
Job Locations US-PA-Philadelphia
ADP Department # VP, Reg Compliance & Cust Prog [10]
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