Description
Closing Date to Apply: May 12th, 2026
Schedule : 4 x 10s Tuesday - Friday
Salary: $86,569.60 - $139,380.80 annually
Typically, selected candidates are hired at an hourly rate between the minimum and midpoint of the range.
Benefits: This link below will provide you with Grant PUD's benefit that may be available if hired, different employee @types are eligible for different benefits.
Grant PUD - Unified Insurance Program (uip-wa.org)
Grant County PUD will administer a background check as part of the hiring process, if selected for this position.
First review of applications will occur on May 12th, 2026. Applicants meeting minimum qualifications may undergo further evaluation based on preferred qualifications and other job-related criteria. Only the most qualified candidates will be referred for further consideration **.
Position Summary**
Under limited supervision, the Customer Service Supervisor leads and oversees all operations supporting customer service activities. This role is responsible for supervising customer premise start services, billing and payment processing, and advanced collections, while ensuring accuracy, compliance and operational efficiency across all customer service functions. along with processes associated with Grant PUD's 50,000 customers.
This role directs the delivery of comprehensive customer support for electric and fiber optic service providers, including coordination with fiber-to-the-home service, and other billing partners. This position ensures exceptional customer experience by promoting respectful, responsive and solution-orientated service, while aligning team performance with Grant PUD's mission, vision, values, and strategic goals.
Essential Functions
Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.
Essential duties and responsibilities may include, but are not limited to, the following:
Supervise, coach, and develop staff, contractors, and volunteers with full supervisory authority, including performance management, training, and employee development; establish priorities and ensure alignment with departmental and organizational goals.
Lead a customer-focused culture by ensuring delivery of respectful, responsive, and high-quality service; serve as an escalation point for complex or high-impact customer issues.
Direct and oversee customer service operations, including service initiation, billing, payment processing, and advanced collections, ensuring accuracy, efficiency, and service excellence.
Ensure compliance with customer service policies, internal controls, and applicable federal, state, and local regulations; evaluate and implement process and policy improvements.
Maintain full accountability for cashiering operations and funds management across multiple locations, ensuring adherence to internal controls and safeguarding against fraud, loss, and audit risk.
Oversee electronic payment systems and vendor relationships, including contract administration, service performance, and continuous improvement of payment solutions.
Ensure the integrity, accuracy, and security of customer and financial data across all systems and processes.
Provide leadership and oversight for call center operations, including planning and coordination of customer response during outages and emergency events.
Direct customer service functions supporting fiber optic services, including service provider coordination, subscriber processes, system accuracy, and performance monitoring.
Build and maintain relationships with public assistance agencies, service providers, and external partners to support customer access and service delivery.
Analyze operational performance, customer feedback, and key metrics to drive strategic improvements, enhance service delivery, and support data-informed decision-making.
Collaborate with leadership and cross-functional teams to align priorities, address complex operational challenges, and support strategic initiatives.
Lead and contribute to complex business decisions, planning efforts, and initiatives that impact customer service operations and organizational performance.
Operate with a high degree of independence under general direction, exercising sound judgment in decision-making and problem-solving.
In this position, if needed to operate a GPUD vehicle for business purposes, please refer to the Vehicle/Asset Usage Policy, IS-TA-POL-001.
Demonstrated commitment to Grant PUD's mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures.
Actively participate in all aspects of our safety program, including but not limited to:
Following all safety policies and procedures.
Alerting supervisors and coworkers to unsafe or hazardous working conditions.
Reporting any safety incidents or close calls within 24 hours to your supervisor; and
Accepting feedback from supervisors and coworkers regarding your own safety performance.
Accept responsibility for safety of all team members and model safe behaviors by:
Clearly defining and completing performance-focused safety activities required of you and your team.
Supporting work stoppages by employees when they identify unsafe/hazardous working conditions.
Acknowledging compliant safety behaviors and good safety performance from members of your team(s).
Required Qualifications (Education, Experience, Licenses & Certifications):
Bachelor's degree in business, finance, customer service, or related field OR 2 additional years of relevant experience in lieu of degree.
Three (3) years of customer service, accounting, finance experience, or other related experience, which includes one (1) year of experience supervising employees, leading people, or managing cross-functional teams.
Preferred Qualifications (Education, Experience, Licenses & Certifications):
Three (3) years of call center operations experience with utility accounts preferred.
Other Knowledge, Skills & Abilities
Knowledge
Concepts, principles, and best practices within the customer service industry.
Employee development and engagement methods that drive performance improvement and team effectiveness.
Financial practices, including attention to detail, budgetary guidelines, and management of large expenditures.
Skills
Effective written and verbal interpersonal communication.
Analytical thinking and problem-solving, including the ability to assess issues with limited information and guide teams toward resolution.
Organization, workflow coordination, and time management in a dynamic environment.
Proficiency in specialized financial, billing, and customer service systems, tools, and applications.
Abilities
Lead and direct teams in resolving complex operational and customer service challenges.
Apply sound judgment and decision-making in fast-paced or ambiguous situations.
Adapt to changing priorities while maintaining accuracy, efficiency, and service quality.
Physical Requirements
Position may be eligible for hybrid work arrangement: ?Yes ?No
Majority of work is performed in a standard office setting.
Some field work that may require operation of a vehicle.
Typical shift of employees in this position: ?8 hours ?9 hours ?10 hours ?12 hours
*For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).
The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
