Supervisor, Billing Operations Exceptions

Stockton, California
12 Oct 2016
19 Oct 2016
Oil and Gas
Contract Type
Full Time

Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And we deliver some of the nation's cleanest energy to our customers in Northern and Central California. For PG&E, "Together, Building a Better California" is not just a slogan. It's the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce.  All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

Position Summary

PG&E Billing Exception Supervisors promote and practice safety, accountability and teamwork with all employee and team members. Billing Exceptions Supervisors directly supervise a team of IBEW Customer Service Representative (ranging from 18 to 25 employees) utilizing a positive and supportive coaching style. Billing Exception Supervisors foster an active performance management process by providing consistent feedback and appropriate recognition. They are accountable to achieve business results through effective communications, positive leadership behavior and clear understanding for business plan objectives and business performance targets. Individuals must be able to provide a clear vision of departmental goals and set team expectations accordingly.


Minimum Qualifications:
•High School Diploma or GED
•Five years of related experience (customer operations, process/ continuous improvement)
•Previous Supervisory experience

Desired Qualifications:
•Bachelor's degree
•Experience Supervising represented employees
•Six Sigma
•Safety focused
•Experience with project management/process improvement
•Highly adaptive
•Experience coaching, resolving conflict, and inspiring/engaging employees
•Experience with utility billing processes
•Solid business acumen and analytical ability,
•Strong judgment, critical thinking, and problem solving skills
•Experience with Customer Information Systems (Salesforce, Customer Care & Billing)
•Change management


•Safety - Maintains a safe office-working environment. Model appropriate safety behavior, understand and manage safety-related and ergonomic issues.
•Manage operations and workforce to execute on work tasks; ensure performance targets are met; validate that all compliance and mandated work activities are completed in accordance with established policies, regulations, tariffs and standards.
•Coach and develop a dynamic workforce by setting individual and team performance goals utilizing data contained in Salesforce, BOE's work management system.
•Take actions and ensure employees are trained to deliver consistently excellent customer experiences in the execution of their work tasks.
•Promotes efforts aimed at improving current operational processes through a culture that fosters continuous improvement and innovation. •Maintain employee engagement by building an inclusive business environment, promoting teamwork, two-way feedback, open communication, and out-side of the box problem resolution
•Build effective working relationships with internal and external stakeholders seeking to gain knowledge for work practices in order to drive process improvements and efficiency gains.