Puget Sound Energy · 1 day ago
Supervisor Customer Service
Bothell, WA
Full-time
Hybrid
Mid, Senior Level
$88K/yr - $212K/yr
5+ years expPuget Sound Energy is looking to grow our community with top talented individuals like you! The Supervisor Customer Service position is responsible for daily operations and workflow to meet service and quality levels while resolving customer issues and promoting safety compliance.
Utilities
Responsibilities
Employee Safety, Development & Team Building - Providing employees with coaching, feedback, and developmental opportunities and building effective teams:
Demonstrates a passion for safety. Promotes and supports a culture of total safety including eliminating at-risk behaviors by conducting safety audits and inspections, eliminating hazards and near misses, and attending safety meetings
Sets clear expectations and holds employees accountable for performance as well as safety goals/targets where applicable
Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions. Ensures required training is successfully completed
Challenges and inspires employees to achieve business results
Accountable to ensure employees adhere to legal and operational compliance requirements, as well as safety standards
Conducts and ensures the completion of performance reviews
Provides coaching, direction and leadership support to team members in order to achieve employee, business, customer and safety results
Works collaboratively with the leadership team and other departments to provide a consistent set of practices and communications with customers
Works closely with customers, internal departments and agencies to resolve customer issues in a timely and accurate manner, including escalated calls
Provides support and close coordination with government and community services, as assigned, to increase customer awareness of PSE services and address public affairs concerns
Participates in collaborative efforts to improve day-to-day operations to meet SQIs (Service Quality Index) as mandated by the WUTC (Washington Utilities & Transportation Commission), other department key performance indicators, and corporate goals
Plans, supervises and facilitates call and community office customer service operations (both in-office and remote) to achieve workload, accuracy, productivity, budget and staffing level targets; including providing first level application support for systems and technologies
Facilitates and develops project requests and supports needs for customer service personnel
Performs emergency duty supervisor rotation and responds to call-outs and other company-wide emergencies during core and non-core hours
Ensures compliance with business and government rules (including WUTC tariff requirements, WAC – Washington Administrative Code, and RCW - Revised Code of Washington)
Administers and enforces safety regulations and rules specific to the location
Encourages a positive culture through empowerment, accountability, creativity, and trust with consideration to the Great Places To Work philosophy
Helps implement programs and process improvement initiatives to enhance customer service and advance community interest
Leads and manages project teams on customer service projects
Performs other duties as assigned
Qualification
Required
Prior leadership experience
5 years customer service experience
Working knowledge of call center workforce tools and other telephony systems
Excellent customer relations skills including problem solving and conflict resolution
Excellent communications skills (oral, written, listening)
Ability to interpret and apply rules/guidelines and translate to the work environment
Experience with MS Office suite
Knowledge of human resources principles
Preferred
BA/BS in Business; or experience in lieu of education may be considered
Prior call center customer service experience and knowledge of CIS, workforce management tools and call center applications
Knowledgeable in rates, tariffs, RCW and WAC rules, credit and collection revenue requirements, business processes as they relate to revenue management and other departments
Prior experience with collective bargaining agreements, and application of rules
Benefits
Medical
Dental
Vision
Basic life
Short- and long-term disability insurance
Supplemental life insurance
Accidental death and dismemberment insurance
Flexible spending accounts for health care and dependent daycare
Employee assistance program (EAP)
401(k) investment option
Cash balance retirement plan
Paid Time Off (PTO)
Paid Holidays
Company
Puget Sound Energy
Puget Sound Energy (PSE) is Washington state’s oldest local energy company.
1001-5000 employees
H1B Sponsorship
Puget Sound Energy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (16)
2023 (14)
2022 (14)
2021 (12)
2020 (17)
Funding
Current Stage
Late StageLeadership Team
Wade Smith
EVP & COO
Lorna Luebbe
General Counsel/Senior Vice President/Chief Sustainability Officer
Company data provided by crunchbase