Supervisor Customer Service Operations Administration

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Responsibilities

This position supervises the administration and office operations of the Customer Service Business Unit. The Supervisor of Customer Service Operations (CSO) guides and oversees the collection, research, recording and reporting of data relative to the corporation¿s customer service activities and progress to ensure efficient staff support and the availability of information for management¿s use in making customer service and sales related operating and policy decisions. This incumbent and team is responsible for product and marketing support for campaigns, products billings, program billings, contract management and tracking, contract verification, sales reporting and year end incentive calculations.

1. Effectively apply OPPD¿s Management Leadership Practices in planning and assigning the work of staff members. Build and maintain a competent team through effective recruiting, selection and ongoing development. ¿ Managerial Planning ¿ Determine how to achieve the goals of the unit/team through effective metrics development, individual task assignment, seeking input from your team, and employee development ¿ Managerial Meetings ¿ Conduct managerial meetings with staff on a regular and predictable schedule to provide coaching opportunities/ context setting/ development/ clarity of task / feedback. ¿ Coaching/Feedback for Competency of Role ¿ Provide coaching and feedback opportunities to staff to continuously improve their competency in the work of their role. ¿ PEA ¿ Conduct and complete performance appraisal conversations and documentation requirements per defined schedule. ¿ Develop and maintain a set of team and individual performance metrics. Monitor, adjust as needed, track, and develop reporting and analysis as scheduled.

2. Accountable to develop and implement plans (Typically 1 year or less in scope) to achieve assigned key accountabilities. ¿ Develop procedures, guidelines and training for staff to effectively provide administrative support for products, programs, and services ¿ for example: o Process incoming phone calls for products, programs, and services. o ESD and crew support. o Handle large mailings for customer meetings and product information. o Coordinate appointments and arrangements with customers, during outages. o Deliver mail, filing and data entry. ¿ Design and implement a regular and predictable dashboard of data analytics to monitor and support the enhancement of the CSO team¿s outputs, products and services. ¿ Conduct/lead analysis of best practices, competitive intelligence, user-group studies to best leverage existing technologies and develop plans and recommendations for future technology solutions.

3. Lead the design and application of procedures and processes to facilitate efficient and effective data entry, process maintenance, and billing enhancement for programs, products, services. ¿ Products - Surge, Green Power, HVAC, Payment protection, DSM. ¿ Programs - Automatic Bill Pay, Level Payment Plan, line extensions, customer projects, house moves, job orders, URD projects.

4. Assist in the development of internal and external documentation, memos, communication pieces, presentations. ¿ Energy Reviews. ¿ Power point presentations for customers. ¿ Commission report. 5. Responsible for the daily operation of the customer administration function to assure accurate and timely calculation, preparation and distribution of all the District¿s electric and related product and service bills. ¿ Identify, troubleshoots and investigate system issues with vendor and business partners to problem solve to implement a solution to ensure accurate and correct customer billings. Support and/or lead system projects by sharing knowledge and experience to successfully implement system upgrades, maintenance and fixes. Query customer information to analyze and troubleshoot solutions to resolve.

Qualifications

Required: ¿ Associates degree in a related field (Business Administration, Management Information Systems, or Engineering) and 5 or more year¿s relevant experience in customer accounting, customer service, products and programs. ¿ Strong analytic skills/ Must flexible and adaptable to new technology. ¿ Thorough understanding of query tools i.e. SQL, Tableau, etc. for data analysis to make business decisions and recommendations. ¿ Ability to lead people who are working under limited supervision. ¿ Manage multiple priorities and concurrent assignments to ensure timely completion of work. ¿ Strong human relations and customer service skills are required along with the ability to effectively communicate, orally and in writing. ¿ Competent with Microsoft Office suite of products with an emphasis on Word, Excel and PowerPoint skills and capability.

Desired: ¿ Bachelor¿s degree in a related field. ¿ Knowledge and experience in the District¿s products, programs, policies, and procedures. ¿ Working knowledge of the customer and utility operations business systems and information technology to utilize in conjunction with mobile computing. ¿ Strong interpersonal skills and the ability to interface with all levels within the organization. ¿ Demonstrated skills and knowledge related to administration staffing models. ¿ Knowledge of the District¿s policies and procedures. ¿ Excellent troubleshooting skills. ¿ Valid driver¿s license.

Closing Statement

S4:

Base: $83,870

Midpoint: $104,837

WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.

WE¿RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We¿re dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.

OUR JOB: To provide power with a purpose. We have real impact - on people¿s lives, on the environment, and on the future of energy. We¿re always looking for bright, capable people who want an opportunity to lead from where you are¿wherever you are¿ and know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.

Org Marketing Statement

EOE: Protected Veterans/Disability

How To Apply

Apply online at on or before November 9, 2025.

Recruiter: Jennifer Skupa - View email address on us.edajobs.com #LI-JS1 **PLEASE NOTE** - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.