Friday, March 27, 2015

Puget Sound Energy - Supervisor Customer Service (Bothell, WA)

Supervisor Customer Service #20837
Location : Bothell
Job # : 20837

At Puget Sound Energy (PSE) we have a long tradition of service, and an exciting and innovative future ahead! Consider PSE for the next step in your career.

Job Summary & Responsibilities
Puget Sound Energy’s Customer Access Center is looking for a Supervisor Customer Service to join our team. The

Supervisor Customer Service is responsible for daily/shift operations and work-flow to meet established service and quality levels, including accuracy, productivity, budget and targets. They are also responsible for the resolution of customer issues and will work cross-departmentally to increase customer awareness of PSE services and address public affairs concerns and strengthen local relationships.

This is an excellent opportunity to play an integral role within PSE to help us better serve the environment, our customers and the communities in which they live. PSE provides an environment where all employees are valued, respected and provided with the opportunity to achieve maximum performance. We offer a comprehensive pay package that includes competitive compensation, annual goals-based incentive bonuses, comprehensive cafeteria-style benefits, 401(K), a company paid retirement pension plan and an employee assistance and wellness program. Gain the energy to do great things through a career with Puget Sound Energy!

Job Responsibilities
• Provides employees with coaching, feedback, and developmental opportunities and builds effective teams.
• 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.

• 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.

• BA/BS in Business; or experience in lieu of education may be considered.
• Prior call center customer service experience and knowledge of SAP, workforce management tools and call center applications.
• Knowledgeable in rates, tariffs, RCW and WAC rules, business processes as they relate to revenue management and other departments.
• Flexibility to work extended/variable shifts as business needs dictate.
• Prior experience with collective bargaining agreements, and application of rules.
PSE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, age, protected veteran status, disability status, or any other characteristic protected by law. We encourage persons of diverse backgrounds to apply.

Should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources Staffing department at or 425-462-3017. Please apply online at