Supervisor - Customer Complaints & Regulatory Compliance

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!

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.

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.

Participate in the annual budget preparation process as needed or requested.

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.

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