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PPL Corporation Customer Contact Supv in Pennsylvania


Internal Title:

Customer Contact Supv

Primary Responsibilities:

  • Outstanding analytical problem-solving skills.

  • Supervises and coordinates work during emergencies and callouts

  • Works within the boundaries of the labor agreement and PUC guidelines

  • Ability to work well with individuals on all levels of the organization.

  • Excellent communications (verbal/written) and interpersonal skills.

  • Flexible and adapt well to changing organizational needs.

  • Must be highly skilled in conflict resolution.

  • Ability to perform to goals in a fast-paced and changing environment.

  • Perform additional functions that may be assigned at the discretion of management.

Requisition ID:


Position Summary:

We are looking for Customer Contact Supervisors who demonstrate a high level of confidence, initiative, adaptability, as well as, the ability to act strategically and take decisive action despite ambiguity. The successful candidate will either supervise a team responsible for taking inbound inquiries from new or existing customers or supervising a team making outbound calls to proactively assist delinquent customers.

The Customer Contact Supervisor must create an atmosphere of excellence through directing and implementing a broad range of customer care initiatives while monitoring and evaluating interactions and workflow to ensure that performance standards and service targets are met. The Customer Contact Supervisor develops and promotes a customer-driven service culture and is accountable for improving customer satisfaction. The successful candidate will coach their teams in a way that drives results and motivates to resolve complex customer complaints while complying with the PUC regulations, tariff rules, and company policies and procedures.

Candidate Qualifications:

Candidates must meet the basic qualifications and pass all required tests or assessments to receive consideration.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility form upon hire.

Experience Level:


Recruiting Location:


Basic Qualifications:

  1. Bachelor’s Degree or minimum of 8 years of equivalent experience.

  2. 5 years’ experience in Customer Service or Call Centers.

  3. Ability to work on-call as scheduled.

  4. Ability to work weekends and/or holidays where needed.

Equal Employment Opportunity:

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

Regular or Temporary:


Preferred Qualifications:

  1. Bachelor's Degree

Full-time or Part-time:


Corporate Summary:

As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities we serve. Our utilities - Western Power Distribution, Louisville Gas and Electric and Kentucky Utilities, and PPL Electric Utilities - provide an outstanding service experience for our customers, consistently ranking among the best in the United States and the United Kingdom. PPL has grown from a company with customers and facilities in one region of Pennsylvania to a diverse energy company with more than 10 million customers in the U.S. and the U.K. PPL provides energy for millions of customers while providing challenging and rewarding careers for thousands of employees around the U.S. and abroad.

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