Philadelphia Gas Works Manager, Customer Review Unit in Philadelphia, Pennsylvania
Philadelphia Gas Works
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The Philadelphia Gas Works (PGW) is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.
Become part of the PGW Team!
This Manager I (M1) level position is responsible for a variety of administrative and financial functions as they relate to departmental performance, fiscal, facility, policy, procedural development, and implementation within the Customer Affairs department. The incumbent is responsible for ensuring complaints received in this Unit are answered in an accurate, timely, professional, and courteous manner. The M1 supervises a support staff responsible for ensuring the achievement of specific corporate goals through performing the unit’s day-to-day activities. Impact of this manager’s decisions may not be measurable until 3 to 6 months after decisions are made.
Customer Review Administration
Develop processes and procedures that will enhance PGW’s ability to provide quality service to its customers in a timely and professional manner.
Ensure that customer inquiries received from regulatory agencies, legislative bodies, low-income and other legal advocates, and senior management are answered in an accurate, timely, professional, and efficient manner.
Represent the company at Commonwealth agency customer dispute hearings and at adjudication of these disputes before administrative agencies and various neighborhood and customer group meetings.
Determine and authorize monetary and/or service adjustments that serve the best interest of the company and its customers.
Direct the investigation of customer disputes relating to rejection of application for gas service and/or termination of gas service and issues written findings of the company’s position.
Ensure that customer appeal requests are evaluated for their impact on all of company ratepayers as well as the requestor; and provides detailed reports to administrative agencies regarding such requests.
Analyze public agency Orders and Motions to determine the potential impact to company operations.
Correctly prepare and supervise the filing of Commonwealth customer service regulatory reporting.
Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed.
Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable.
Evaluate and meet with subordinates to discuss work performance providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.
Finance & Accounting
Liaison with Accounting and Reporting to expedite the preparation of monthly and year-end financial statements and reports.
Compile, analyze, monitor, track and report information for the development and implementation of monthly, annual, and five-year forecast capital and operating budgets.
Other Related Functions
Keep abreast of current trends in customer service practices ensuring department is up-to-date and processing information in accordance with state and local regulations; makes appropriate recommendations for modifications and ensures approved recommendations are implemented uniformly.
Perform other special projects and assignments as directed.
Bachelors’ Degree in Business Management, Public Administration, Law, or other related field of study
3 to 5 years of related experience with 1 – 2 years in a supervisory role
Prefer knowledge of Pennsylvania Public Utility Commission regulations
Must have knowledge of general office practices including but not limited to office administration, strategic planning, team building and personnel management.
Must have supervisory skills with the ability to create a professional and constructive environment that fosters a team-oriented and customer service approach to day-to-day operations.
Must have problem solving and decision-making skills with the ability to handle multiple tasks under pressure while meeting deadlines
Must have verbal and written communication skills with the ability to effectively convey information to all levels of staff
Must have analytical presentation skills with the ability to prepare statistical studies and reports that support recommendations offered to business units to make informed calculated decisions.
Must be computer literate with proficiency in MSOffice
Domicile Requirement: All employees of the Philadelphia Gas Works (PGW) must live in the City of Philadelphia for the duration of their employment. If a candidate does not live in the City of Philadelphia at the time of hire, he/she must move into the city within twelve (12) months of his/her hire date.
COVID-19 Vaccination: Effective November 8, 2021,PGW requires all new employees to be fully vaccinated against COVID-19 as a condition of employment, subject to reasonable accommodations.
PGW is proud to be an Equal Opportunity and Affirmative Action Employer, M/F/D/VAAP/EEO.
Location: Philadelphia, PA 19122
Department for Portal Display: Customer Programs
External Company URL: www.pgworks.com
ADP Department #: Customer Programs 
Street: 800 West Montgomery Avenue