Customer Assistance Supervisor

Career Opportunity

Customer Assistance Supervisor

Location: Hybrid within service area states of DE, MD, PA, OH, NC, GA, VA or FL

What makes us great:

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

Your role in our success:

The Supervisor Customer Assistance is responsible for developing and maintaining meaningful relationships with agencies that provide assistance to customers in need throughout the Chesapeake gas and electric businesses. This role will also be responsible for engagement with federal, state, and local assistance programs identifying opportunities for strategic partnerships while streamlining processes and procedures to enhance efficiency. By fostering collaboration and advocating for customers, this leader ensures effective resource allocation and improved access to financial support programs.

What you'll be working on:

• Responds to customer/agency inquiries regarding assistance information, billing questions, and other general inquiries.
• Addresses customer complaints in a timely and professional manner, ensuring thorough investigation and effective solutions that prioritize customer satisfaction.
• Stays up to date on assistance programs, eligibility criteria, and regulatory requirements to ensure customers receive accurate guidance and support.
• Monitors program effectiveness and maintaining accurate records reflecting agency contributions across the business.
• Provides regular updates on efficiency, daily work completed, and opportunities for improvement to ensure continuous improvement of customer assistance processes and services.
• Analyzes customer feedback and service data to identify trends and areas for improvement.
• Identifies and foster new partnerships to enhance available support options across CUC Regulated Business.
• Identifies opportunities to enhance digital tools and processes for more efficient customer support. Also, leads technology improvement projects such as, the agency portal.
• Ensures all assistance initiatives comply with regulations and company policies.
• Oversees the Company's Sharing program and enhancing the program across all of the Company's markets.
• Networks through community events to promote assistance programs and educate customers on available resources. Actively participates at conferences to stay informed about customer assistance programs, industry trends, and best practices.
• Provides on-going training to team members on available customer assistance resources, ensuring they have the knowledge and skills to effectively support customers in need.
• Proactively communicates resources and workload to others.
• Coordinates as appropriate with governmental affairs on strategic initiatives relating to customer assistance.

Who you are:

• Associate's degree in related field (Preferred BA)
• One (1) year Customer Assistance Experience
• Supervisory or team lead experience
• Preferred: Experience in utilities industry or regulated service environment.
• Valid driver's license
• Must have understanding of business unit procedures principles.
• Knowledge of utility billing systems, and customer information systems.
• Proficient in the use of standard business software (Microsoft Word, Excel, PowerPoint, Windows and SAP)
• Sound communication skills, both written and oral.
• Excellent business judgement and demonstrated decision-making skills.
• Ability to maintain confidentiality.
• Ability to work independently as well as in a diverse work group/environment.
• Ability to compile financial and performance reports and effectively communicate findings to management.

What's in it for you?

• Competitive base salary
• Fantastic opportunities for career growth
• Cooperative, supportive and empowered team atmosphere
• Annual bonus and salary increase opportunities
• Monthly recognition events
• Endless wellness initiatives and community events
• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email careers@chpk.com