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Customer Services Supervisor Jobs
| Company | Sacramento Municipal Utility District |
| Address | , Sacramento, Ca |
| Employment type | FULL_TIME |
| Salary | $107,856 a year |
| Expires | 2023-07-20 |
| Posted at | 1 year ago |
Minimum Pay Rate: $107,856.00
Maximum Pay Rate: $142,920.00
Apply by Date: 06/01/2023
Posting Type: Open
SMUD is seeking a highly engaged supervisory professional to provide vision, leadership and expertise for the success and sustainability of the Customer Delivery processes, programs, and services. As SMUD continues to advance toward zero carbon, we assist our customers by providing recommendations, support resources, direction, and manage expectations as they move through SMUD’s processes designed to increase the adoption of electrification, energy efficiency, existing and future interconnected technologies.
This posting intends to fill one (1) regular, full-time position. An eligibility list will also be established, which may be used to fill regular, full-time, or limited term positions, over the next two (2) years.
Purpose
Nature and Scope
Duties and Responsibilities
- Develop and manage effective systems to track, analyze, report and respond to business operations performance for assigned area. Design and maintain an active library/database of improvement initiatives.
- Plans, coordinates, prioritizes, monitors, guides, reviews and conducts work activities associated with department internal/external projects in accordance with established task objectives and schedule as outlined in the project plan/contract.
- Identifies and implements ways to improve functions or processes for cost and quality purposes; monitor and audit the use and application of policy and procedures and their correlation to operations efficiencies and business objectives; plan, develop and recommend new policies and procedures; develop standards; direct and analyze the information gained from administrative studies on work performance, work flow and organizational design for assigned area.
- Assess resources and staff levels, coordinate, plan, and direct resources for appropriate service level goals. Utilize techniques for forecasting, monitoring, reporting and communicating performance measurements, metric and performance plans; analyze information from scheduling system and telecommunication reports to analyze call volume and employee statistics and identify call trends; Interpret historic statistical data compiled from various sources as it relates to call volume and flow of work in order to determine future needs for resource allocations.
- Performs related duties as required.
- Collaborate with key internal business partners to identify and resolve people, process or technology issues for assigned area; provide information and data to business units as requested to assist in customer experience, performance or system improvement and business decision making.
- Create nonstandard procedures and training for assigned business area; researches and investigates unique or complex customer or business issues and provides resolution; serve as a subject matter expert for assigned areas and associated processes, maintains data and provides trending analysis as requested. Assists in administering the department budget by participating in planning, monitoring and revising schedules, work plans, expenditures and assignments.
- Plan, coordinate, prioritize, monitor, and guide work activities with work-unit employees to meet established task objectives and deadlines by following established policies and precedents; communicate with team members and incorporate their input to processes and techniques; provide staff training; promote staff safety and a safe work environment; assist in selecting and orienting new personnel; assist in evaluating work performance results; and participate as a team member in accomplishing objectives for assigned area.
Required Education
- High School diploma or equivalent
Required Experience Qualifications
Five (5+) years of progressively responsible relevant professional work experience in the area of customer service, contact center, resource planning or process efficiency/improvement
Knowledge Of
Skills To
Desirable Qualifications
- Possess knowledge and skills to implement process changes and improvements to support a improved customer experience.
- Ability to review and interpret technical drawings related to interconnected resources including solar, battery, electric vehicle, and future technologies.
- Experience leading an operational team and developing new delivery methods for emerging technologies related to distributed energy resources, energy efficiency, electrification, and other non-DER technologies.
- Ability to effectively communicate, resolve customer escalations, and support responding to the SMUD Board of Directors, Executives, or Senior leadership.
- Effectively manage service level agreements for each segment of the interconnection process.
- Ability to partner with distribution engineering, design, and field teams to manage customer, contractor, and local jurisdiction expectations to avoid escalation.
- Experience establishing metrics to effectively manage the use of employee resources.
- Understanding of SMUD’s rates, rules, policies, and procedures.
Physical Requirements
Sacramento Municipal Utility District (SMUD) - Who We Are
As the nation's sixth-largest community-owned electric service provider, we're proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they're "Happy, satisfied and engaged" which helps create a workplace that best serves our customers. Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations.
Our Commitment to Diversity & Inclusion
SMUD celebrates diversity, and inspires an inclusive culture based on trust and respect to create belonging and connection among our employees, customers, and communities. By working together, we are powering positive, equitable opportunities for all. We aspire to be a workplace where you can be yourself, achieve your best, and thrive together.
An example of our commitment to Diversity, Equity, Inclusion, and Belonging is when SMUD signed the California Equal Pay Pledge in 2020. This requires equal pay for employees who perform “substantially similar work,” when viewed as a composite of skill, effort, and responsibility at the time those employees started within that classification. As such, initial hiring salary range is not subject to negotiation and salaries will vary over time based on performance.
SMUD is proud to be an equal opportunity employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business needs and interests.
Why Sacramento, California?
The capitol of California, Sacramento is the state's sixth-largest city, and the 35th largest in the U.S. Local universities include California State University, University of the Pacific's McGeorge School of Law, and the University of California, Davis and several competitive community colleges. The UC Davis Medical Center, a world-renowned research hospital, is one of more than a dozen hospitals and shared services centers in the Sacramento region. Part of the agriculturally-rich Central Valley, Sacramento is at the forefront of the farm-to-fork food movement. Northern California is home to some of the country's top technology companies, including Google and LinkedIn, and a multitude of startups in many industries. Sacramento is home to the NBA Kings, the River Cats (AAA baseball), the Republic FC (soccer) and the San Francisco Giants, NBA Warriors and NFL 49er's aren't far away. Sacramento offers an affluent liberal arts community with Broadway, Mondavi Center, Crocker Museum and summer musical theater to name a few.
Remote Work
This position may be eligible for SMUD's remote work employee benefit, the schedule of which will be determined by the successful candidate and the Hiring Manager. SMUD takes pride in powering the Sacramento region community where we live and work. We value the strong working relationships we develop with our colleagues. Our approach to remote work will continue to evolve. Please be aware that should SMUD’s business needs change, emergencies occur, or various other reasons arise, you may be required to report onsite on a part-time or full-time basis.
SMUD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SMUD complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
SMUD expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SMUD employees to perform their expected job duties is absolutely not tolerated.
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