Description
This is an exciting time to join Portland General Electric. As Oregon's largest electric utility, Portland General Electric is leading an energy transformation that will harness the power of clean and renewable resources. Our vision for a clean energy future relies on three interrelated and overarching strategies: de-carbonize through investing in clean and reliable energy; modernize through a smarter more resilient grid; and empower our customers in their energy technology choices.
We're searching for innovative, customer and results-obsessed leaders to help power our mission and lead the way in championing the world's clean energy future!
As a forward-thinking, change-friendly leader, you will aspire to drive performance and set ideals on improving our customer experience. You will have demonstrated the ability to lead strong teams both in the office and in a virtual environment and be skilled in shaping behavior to meet measurable outcomes.
Leading by example, you will employ tact and prudence in your interactions with an unwavering focus on staff engagement and customer retention. Your skillset will encompass meticulous organization with an emphasis on accuracy and the ability to manage performance across your team.
Key Responsibilities
Supervises one or more teams or individuals responsible for customer service activities for assigned team or teams; provides daily supervision, ensuring that all relevant standards/procedures are followed; provides coaching and guidance; monitors team and individual performance metrics; suggests and recommends process improvements; reviews quality of customer interactions and provides guidance to employees; develops and implements plans to onboard new employees; develops and delivers work expectations and monitors compliance.
Either collaboratively or individually (depending on position), develops and implements strategy and vision for team; collaborates with other departments to ensure overall delivery of positive customer experience; collaboratively or individually develops scorecard metrics for team; develops and implements plans to facilitate employee engagement.
Depending on specialty area(s), may perform any of the following duties: investigate employee issues and recommend actions; research and resolve escalated customer complaints or unusually complex or difficult situations; serve as a subject matter expert on or lead projects or initiatives.
Depending on specialty area(s), may manage vendor relationships, including selecting vendors, establishing metrics and service level agreements, monitoring vendor performance and working with vendors to resolve issues.
Monitors and manages expenditures, ensuring financial targets are met, and examines any areas where budgets/expenditures vary from plan, monitor and optimize operational effectiveness.
May develop resource plans for team; implements resourcing decisions; partners with HR and other leaders in the recruitment, evaluation and selection processes.
Maintains knowledge of skill-development tools/resources; advises on required outcomes for learning or development from knowledge of available tools and organizational development needs; assists employees in creating development plans and monitors progress.
Education/Experience/Certifications
Requires a bachelor's degree in business, finance or other related field or equivalent experience.
Prefer five or more years of customer service experience with one year of formal or informal leadership experience. Utility experience preferred. Depending on position, experience in specialty area may be preferred or required.
Competencies (Knowledge, Skills, Abilities)
Functional Competencies
Advanced knowledge of area(s) supervised
Advanced knowledge of customer service processes and procedures
Intermediate knowledge of tariffs and utility-related regulations
Intermediate knowledge of employment law
Intermediate skills in strategy setting
Working knowledge of systems used in department
Working knowledge of trends and practices in customer service
Intermediate skills in project management
Intermediate skills in using data
General Competencies
Advanced skills in customer focus
Advanced skills in tact and diplomacy
Advanced interpersonal skills
Intermediate influence skills
Advanced skills in organization and prioritization
Advanced communication skills
Intermediate process management skills
Intermediate problem-solving skills
Intermediate performance management skills
Leader Practices
Drives Results
Plans and Aligns
Decision Quality
Drives Engagement
Courage
Physical and Cognitive Demands
Cognitive
Ability to adhere to set response times, deadlines and time-sensitive tasks
Ability to follow accuracy standards
Ability to follow through on decision-making tasks
Ability to interact effectively and collaboratively within a team environment
Ability to communicate and problem solve when under stress
Ability to respond and adapt to frequent change
Ability to accept and demonstrate self-awareness when provided constructive feedback
Ability to discern feedback and acknowledge ownership of areas of improvement
Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks
Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory
Ability to process new information to be applied consistently to work tasks
Join us today and power your potential!
To be considered for this position, please complete the following employment application by the posting close date. A cover letter may be needed with your application to be considered for this position.
PGE believes in rewarding strong performance. We provide a total compensation package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future.
PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
Talent Acquisition Contact:
Staffing@pgn.com
This job posting will close at 12:01 am Pacific Time on the closing date listed below:
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