Sales Supervisor

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

First line supervisor responsible for directing Inside Sales, monitoring performance and work load; ensuring high level of customer service and maintaining standards and compliance in conjunction with Company policies and procedures. Retain, regain and increase PNG throughput and revenue. Support Sales Specialists (residential, commercial, large volume) with issues and administrative requests.

What You'll Do:

• Daily supervision of the Inside Sales Representatives to ensure the establishment and maintenance of appropriate business practices and relationships with internal and external customers, applicants, and business partners.
• Ensure expedient and reliable service and continuous improvement to applicants/customers by timely and precise response to calls, emails, correspondence, and claims
• Ensure business activities are conducted in accordance with all legal and regulatory guidelines.
• Create, update, and maintain all departmental reports and mailing lists and administer the department's various databases.
• Create project numbers for new, added load, or conversion customer opportunities.
• Interacts daily with the representatives to observe performance, customer service skills and adherence to Company policies and legal guidelines.
• Handle high level, escalated customer/applicant complaints and issues.
• Responsible for quality monitoring and refresher training.                                     
• Provide timely corrective feedback while documenting issues and reporting them to the Sales Director.                                        
• Collaborate with the Supervisor of Inside Sales and develop/monitor performance metrics.
• Assist on phones when service level standards are compromised.
• Team effectively with Sales specialists and other internal customers on issues.     

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of the natural gas industry, PNG rates, billing, and other related policies, procedures, products and services and standards.
• Knowledge of the SAP and ESRI systems.
• Ability to organize and multi task activities, resources, and time.
• Ability to work as a leader, to supervise and work as part of the team, and work independently.
• Ability to work at all levels with both internal and external customers.
• Proficient use of office-based and telephonic software including Microsoft Office, Phone Systems, and SAP.                                      
• Strong written and verbal communication; excellent interpersonal, training, motivational, and leadership skills.                                       
• Able to resolve customer issues, maintain even disposition under stress and react quickly to changes.                                    
• Detail-oriented, organized, able to prioritize assignments, analytical.                                      
• Able to use judgement to make decisions and solve complex, diverse, and sensitive issues.
• Strong knowledge of gas application, protection program policies & procedures, customer service and claims procedures.
• Ability to update/change work procedures/processes/policies as needed to improve service.

What You'll Bring:

• Minimum of three to five years’ experience in technical call center environment or natural gas industry.       
• Demonstrated experience in leadership and/or supervisory role required.
• Demonstrated ability to handle conflict effectively.                                     
• Bachelor's degree preferred.                                  
• Demonstrated experience may be substituted for preferred degree.    

WORKING CONDITIONS/PHYSICAL DEMANDS:

• While performing the duties of this job, the employee must be able to:
• Working conditions include approximately 20% travel to work sites of People's (and travel beyond Pittsburgh representing PNG)."                              
• Perform sedentary work- Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.                                    
• Operate a computer and other business machines.                                     
• See, hear, talk, communicate, and perform tasks requiring manual dexterity.

Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.
Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities.  If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).  
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.