Supervisor Customer Service

About the Role

The supervisor will manage daily shift operations, ensuring service quality, accuracy, productivity, and budget targets are met while resolving customer issues and collaborating across departments. The role also involves fostering strong local relationships and supporting public affairs initiatives. • Sets clear performance and safety expectations and holds employees accountable. • Oversees employee training, development, staffing decisions, and ensures required training is completed. • Ensures compliance with legal, operational, and safety standards. • Conducts performance reviews and provides coaching and leadership support. • Collaborates with leadership and other departments to maintain consistent customer practices. • Resolves customer issues promptly, including escalated calls, in partnership with internal teams and agencies. • Coordinates with government and community services to increase customer awareness of PSE services. • Improves operations to meet Service Quality Index (SQI) and other performance indicators. • Plans and supervises call‑center and community office operations to meet workload, accuracy, productivity, budget, and staffing targets. • Provides first‑level application support for systems and technologies. • Facilitates project requests and supports customer service personnel needs. • Performs emergency duty supervisor rotation and responds to company‑wide emergencies. • Ensures compliance with business and government regulations, including WUTC tariffs, WAC, and RCW. • Administers and enforces location‑specific safety regulations. • Promotes a positive culture of empowerment, accountability, creativity, and trust. • Implements program and process improvements to enhance customer service and community interest. • Leads and manages project teams on customer service initiatives.

Key Responsibilities

• ▸application support
• ▸operations planning
• ▸compliance
• ▸performance reviews
• ▸customer issues
• ▸team leadership

What You Bring

Safety is a core focus; the position is classified as safety‑sensitive and requires adherence to PSE’s safety standards, completion of safety audits, and participation in safety meetings. Pre‑employment drug screening, including testing for marijuana, is required. • Demonstrates a passion for safety and conducts safety audits, inspections, and meetings. • Prior leadership experience. • At least 5 years of customer service experience. • Working knowledge of call‑center workforce tools and telephony systems. • Excellent customer relations, problem‑solving, and conflict‑resolution skills. • Strong oral, written, and listening communication abilities. • Ability to interpret and apply rules and guidelines in the work environment. • Proficiency with Microsoft Office suite. • Knowledge of human resources principles. • BA/BS in Business or equivalent experience. • Prior call‑center experience with CIS, workforce management tools, and applications. • Understanding of rates, tariffs, RCW, WAC, credit, and collection revenue requirements. • Experience with collective bargaining agreements and rule application.

Requirements

• ▸safety
• ▸leadership
• ▸customer service
• ▸microsoft office
• ▸call‑center tools
• ▸business degree

Benefits

PSE offers a competitive total rewards package, comprehensive benefits, and a commitment to employee growth, work‑life balance, and diversity. The company provides equal employment opportunity and accommodations for applicants with disabilities. • Competitive salary range $87,800‑$212,300 with incentive bonuses. • Medical, dental, vision, life, short‑ and long‑term disability insurance. • Supplemental insurance options, flexible spending accounts, and Employee Assistance Program. • 401(k) and cash balance retirement plans. • Paid Time Off and paid holidays throughout the year.

Work Environment

Field