Provider of regulated electricity and natural gas delivery with major grid modernization investments.
Lead a 20-person team to deliver high-quality customer support and ensure compliance.
11 days ago ago
Experienced (8-12 years)
Full Time
Allentown, PA
Office Full-Time
Company Size
9,657 Employees
Service Specialisms
Construction services
Engineering
Project Management
Consulting
Technical Services
Design
Turnkey
General Contractor
Sector Specialisms
Electric Distribution
Electric Transmission
Gas Distribution
Gas Transmission
Regulated Generation
Power Generation
Wholesale Energy Sales
Retail Energy Supply
Role
Description
solution development
regulatory compliance
complaint management
process improvement
data decisions
team leadership
If applicable, in-person supervision of employees to ensure compliance with FLSA wage and hour issues as well as to monitor compliance with safety rules.
Develop and deliver innovative solutions to support customers and business operations.
Responsible for ensuring compliance with PPUC Regulations, Chapter 56 Standards and Billing Practices and Chapter 55.
Responsible for ensuring uniform application of Company policies and procedures pertaining to the tariff, Standard Practices
Leads a team of 20 to ensure efficient, high-quality customer support while maintaining high employee engagement
Facilitates a culture of open and honest two-way communication ensuring key messages are cascaded.
Champions customers’ needs and using data to drive decisions on behalf of customers.
Manage professional employees and/or supervisors of large, complex support, production or operations teams.
Administers provisions of bargaining unit labor agreement and develop effective relationships with local union management.
Complies with all policies and standards
Overall accountability for development and mentoring of team to provide opportunities for skills expansion and career development.
Develop programs and processes to manage complaint cases brought to regulatory authorities and develop process improvements to avoid future complaints.
Requirements
crm
mba
call center
css
ppl accounting
change management
Experience in facilitating rapid change, shifting priorities are required
Familiarity with the provisions of the Labor Agreement
Strong oral and written communication skills, as well as a strong analytical aptitude are required
Familiarity with PPL Electric Utilities Accounting, Revenue and Electric Sales reporting policies and procedures.
Two years leading supervisory level teams to deliver organizational goals/targets.
Demonstrated knowledge of PPUC regulations specifically, Chapter 55, Chapter 56 and the PPL Electric Tariff.
Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
Familiarity with Customer Service Technologies such as Workforce scheduling tools, Knowledge management tools, CRM
Advanced graduate degree, MBA preferred.
5+ years Minimum of five years call center leadership experience.
Demonstrated knowledge of the Customer Service System (CSS) and Customer DataMart applications.
All positions in which driving is an essential function of the job, regardless of if the job code is marked safety sensitive or not, will also be included as safety sensitive
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
Founded in 1920
Year of Incorporation
The company was established in 1920 as Pennsylvania Power & Light, marking the beginning of its journey in the energy sector.
$14 billion invested
Infrastructure Investment
Over recent years, the company has invested over $14 billion to modernize its grid and strengthen infrastructure.
$7–8 billion annual revenue
Financial Performance
The company generates approximately $7–8 billion in annual revenue, reflecting its position as a large-cap utility provider.
50 J.D. Power awards
Customer Satisfaction Recognition
Its grid modernization efforts have earned national recognition, including over 50 J.D. Power awards for customer satisfaction.
Headquartered in Allentown, Pennsylvania, it operates across Pennsylvania, Kentucky, Virginia, and Rhode Island.
Structured into three regulated segments—Kentucky, Pennsylvania, and Rhode Island—it delivers both electricity and natural gas.
Over recent years, it has invested more than $14 billion (up to $20 billion by 2028) to modernize its grid and strengthen infrastructure.
Typical projects include transmission upgrades, smart-grid technology deployment, and large-scale infrastructure resilience enhancements.
Its grid modernization efforts have earned national recognition, including over 50 J.D. Power awards for customer satisfaction.
Notably, after spinning off non-regulated generation in 2015 and selling UK operations in 2021, it refocused on U.S. utilities and acquired Rhode Island Energy in 2022.
Culture + Values
Safety and Health: We do not compromise on safety and health.
Customer Focus: We deliver customer service that is second to none.
Diversity, Equity and Inclusion: We value each other and appreciate our differences.
Performance Excellence and Innovation: We get the job done right, and we are always improving.
Integrity and Openness: We do the right thing.
Corporate Citizenship: We are environmentally conscious and invested in the communities we serve.
Environment + Sustainability
Net-zero by 2050
Carbon Emissions Target
Aiming to achieve net-zero carbon emissions by 2050 through comprehensive sustainability strategies.
70% and 80% Reduction
CO2 and GHG Emissions Targets
Reduction targets for CO2 and other greenhouse gases, with 70% by 2035 and 80% by 2040 from 2010 levels.
$20B Investment
Infrastructure Modernization
Invested $20 billion over the last decade to modernize transmission and distribution infrastructure in Pennsylvania and Kentucky.
$2.4B Improvements
Infrastructure Completed 2023
Completed $2.4 billion in infrastructure improvements in 2023, on time and within budget.
Engaged in over 150 active R&D projects.
Generated $75 million in O&M savings in 2023 through technology and transformation initiatives.
Expanded use of smart grids, automation, data analytics, and AI.
Donated over $13.6 million to community improvement initiatives in 2023.
Achieved top-quartile reliability across utilities and best-in-nation generation reliability in Kentucky.
Discloses via CDP, EEI‑AGA and aligns with GRI, SASB and TCFD frameworks.
Inclusion & Diversity
Top 1 utility
ESG & workforce diversity ranking
Recognized as the top utility company by DiversityInc for its commitment to ESG and workforce diversity.
100% DEI score
Disability Equality Index
Received a perfect score on the Disability Equality Index (DEI) in 2019 and annually since 2018, earning recognition as a Best Place to Work for disability inclusion.
100+ students supported
Day-in-the-Life program
Hosts an annual program providing real-world work experience for college students on the autism spectrum and other disabilities.
Annual conference held
Diverse business partnerships
Organizes an annual supplier diversity conference focused on expanding opportunities for diverse business partnerships.
Company-wide DEI strategy focused on workforce development, inclusive culture, community support, customer engagement, and diverse supplier partnerships.
16 employee-led resource groups fostering professional development and cultural awareness.
Active REACH employee resource group addressing the needs and well-being of employees with disabilities.
Mentorship opportunities through Disability:IN’s NexGen Leaders program.