Post Date: 05/10/2019
Close Date: 05/17/2019
AAPPLICATION DEADLINE: May 17, 2019
For over 125 years, Portland General Electric has proudly served Oregon. Our dedication to helping customers is matched by our commitment to providing PGE employees with a diverse array of rewarding career opportunities. Diversity and community are at the heart of what we do for our customers and for each other. We are committed to a team that looks like the Oregon community that we know and love.
PGE team members are creative problem solvers who love to apply themselves to challenges, big and small. We are looking for team members who will grow their skills, their career and their future with us.
Manager, Customer Service (R-19-1066)
We are looking for a dynamic leader to supervise, train and manage performance for Customer Service Supervisors in PGE Contact Center Operations (CCO).
The stakes are high, but the work is rewarding, and we make it fun, too. Our customer service representatives don’t have a script to follow, no hard sales and no outgoing call quota to reach. PGE CSRs focus on the customer, and work on fast-paced, motivated teams, learn about renewable resources and energy efficiency, and enjoy working as a trusted energy advisor.
The ideal candidate will enjoy high employee interaction, leading, and coaching our customer services representatives to top performance. If you are someone that prides themselves on excellent customer service, enjoys helping employees be the best they can be, and can address behavior or performance issues with care and accountability this may be the career for you! We are looking for someone that has focus on the customer experience, and can multitask, prioritize and organize, and deliver data driven results.
You will support our journey by:
Develops and implements overall strategy and vision for teams; oversees collaboration with other departments to ensure overall delivery of positive customer experience; oversees development scorecard metrics for teams; develops and implements plans to facilitate employee engagement.
Advocates, influences and implements operational enhancements; facilitates discussions with the company’s leadership team in setting key performance indicators for Customer Service Operations; and provides consultation on goal setting and continuous improvement activities.
Oversees customer-service-related initiatives and special projects; assigns subject matter experts to cross-functional projects; may oversee or conduct investigation of employee issues or research and resolve complex employee issues; oversees or manages development and implementation of initiatives to improve operating performance, efficiency or delivery of positive customer experience.
Monitors and manages expenditures, ensuring that all financial targets are met, and examines any areas where budgets/expenditures vary from plan; assists with the definition and operation of effective financial controls and decision making.
Oversees resourcing decisions and planning for team; partners with HR in the definition of jobs, recruitment, evaluation and selection processes.
Reviews organizational development needs and training strategies to determine required learning and development outcomes for the team; provides guidance in the creation of development plans; monitors ongoing progress and provides coaching and mentoring and provides feedback; completes annual performance management reviews.
You will bring the following skills to our team:
Bachelor’s degree in business, finance or other related field or equivalent experience.
Eight or more years of customer service management experience in a utility setting or equivalent experience.
Join us today and power your potential!
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.
To be considered for this position, please complete the following employment application by the deadline: https://PGN.igreentree.com/CSS_External/CSSPage_Referred.ASP?Req=R-19-1066 If you have any questions, please feel free to call us at 503-464-7250.
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.
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
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