Supervisor, Customer Service

The Supervisor/Customer Service is responsible for supervising and administering field customer service and meter reading activities, as well as associated administrative responsibilities.

This position may be located at our Tempe, Pinnacle Peak, or 43rd yard. All candidates must be willing to work from these locations.

POSITION DIMENSIONS

Reporting directly to this position are up to 16 non-exempt employees. The incumbent may be directly or indirectly responsible for a budget, typically ranging from $1MM to $5MM, but may vary depending on project complexity or management approval.

ESSENTIAL JOB RESPONSIBILITIES

• Supervise, coordinate and monitor daily work activities of meter reading (as required) and field service personnel providing 24/7 routine and emergency response
• Monitor daily work activities of contractors, review and approve contractor invoicing, ensure contractor completion on mandatory Company training, ensure contractor completion of all Quality Control (Q/C) requirements
• Conduct performance management, coaching, counseling with employees
• Provide technical and safety training for employees
• Assist technicians as needed with daily technical and work related inquiries
• Provide employee development, including establishing employee goals consistent with approved Operations plans
• Coordinate and supervise projects with internal and external customers
• Investigate and resolve customer complaints and inquiries
• Investigate and document emergency incidents and accidents as needed
• Coordinate and manage restoration efforts during planned and unplanned outages
• Review completed high bill investigations
• Provide incident response and/or coordinate incident command system (ICS) implementation including Dispatch Notification Benchmarks, evacuations and gas control as necessary
• Provide incident documentation compliant with Company policies and procedures
• Prepare departmental budget
• Ensure department budget costs are in line with approved budget making adjustments as needed to stay within budget
• Forecast operating maintenance and capital budgets
• Ensure employee completion of mandatory Company training (OQ, Block, HR, EMRF)
• Develop and maintain annual duty schedules and vacation schedules for workgroup
• Ensure appropriate inventory control and procurement
• Administer safety program to achieve the lowest possible accident/injuryrate
• Administer Quality Assurance and Quality Control program with technicians
• Maintain liaison with local and state agencies
• Represent the Company to outside organizations and the community in ways that will enhance its image in the public and business sectors
• Assist in the settlement of minor claims
• Work closely with other departments on joint incidents, initiatives, and to improve processes between departments
• Perform analysis of customer service key performance metrics
• Coordinate, conduct and monitor special studies related to Customer Service
• Perform related duties and responsibilities as assigned
• Regular and predictable attendance is a condition of employment and is an essential function of the job

QUALIFICATIONS

There are clear precedents and practices which the incumbent uses to determine how this job is performed. This position requires five to seven years of relevant work experience with strong customer relations, communication, leadership, and computer skills.

This position is regulated by the Department of Transportation (DOT) under Title 49 CFR Part 382 and Part 40. Any applicant/employee who performs a DOT covered function or is licensed and would operate a commercial vehicle for the Company will be subject to drug and alcohol testing under the Company's DOT drug and alcohol testing programs. Any employment, transfer, or promotion offer made for this position is contingent upon taking and passing a drug test prior to the commencement of the new role. If an applicant/employee fails the drug test, any offer of employment, transfer, or promotion will be revoked.

SALARY DETAILS

$82,926.00 - $120,278.00

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.