Job Description

We recognize our competitive advantage -- our people. We believe in our people, who share our vision of meeting the needs of our employees, customers, and communities and who carry out the continued success of the company.

Our employees are committed to the company's foundational values: integrity, excellence, teamwork, environmental stewardship, and community commitment. In turn, we invest in our employees, providing opportunities for challenge and advancement and offering a competitive compensation package.

Applications will be screened based on the information provided; in order to assist us in determining qualifications, please upload a current resume and take some time to update your employment information, certifications, etc. The information will flow over to your profile.

Posting End Date: This position will remain open until filled. Early applications are highly encouraged.

BRIEF POSTING DESCRIPTION:

The P CC CUSTOMER RELATIONS ADMIN Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. This position may be filled on Oahu, Maui, or Hawaii Island. (Role: Manager Supervisor)

JOB FUNCTION:

Responsible for an effective operation and continuous process improvement throughout the customer care & support center by providing leadership, direction, and motivation to the workforce. Leads improvements within the call center that support the Company’s strategic objectives and goals; with an emphasis on customer care, quality assurance, workforce planning, first call resolution, recruiting, coaching and training.

ESSENTIAL FUNCTIONS:

• Provides effective leadership to the department and develops and maintains a high- performance team of direct reports (supervisors) and personnel. Develops and executes operational strategies that foster a culture of innovation, continuous improvement and customer experience, by employing various methodologies: needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements and behaviors to forecast and predict emerging trends. Manages customer care performance reports by collecting, analyzing, and summarizing data and trends. Manages performance metrics including call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
• Plans, prioritizes, develops and implements short, mid and long-term strategic business plans, programs, processes and initiatives that improve operations. Develops, implements and maintains effective internal and external Quality Assurance (QA) programs to foster continuous improvement and exceed Service Level goals. Ensures that the department strategic plan responds to the changes in the Company’s business environment; identifies and recommends strategic plan changes, as appropriate. Determines division’s present and forecasted operational and resource needs for budgeting purposes.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices and participating in professional societies.
• Enforces established credit policies and procedures to minimize company’s outstanding receivables effectively and efficiently.
• Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.

BASIC QUALIFICATIONS:

Knowledge Requirements

• Thorough knowledge of the principles of accounting normally acquired through college level accounting courses or equivalent experience.
• Thorough knowledge of the customer billing system.
• Thorough knowledge of credit and collection principles and law.
• Working knowledge and practice in communication principles and change cycle management.
• Working knowledge of internet, web, personal computers and mainframe systems and related software applications such as spreadsheets, word processing, etc.
• Working knowledge of rates and rate making.
• Working knowledge of Company’s tariff and collective bargaining agreement.

Skills Requirements

• Excellent interpersonal skills.
• Excellent written and verbal communication skills.
• Demonstrated ability to effectively communicate with both external and internal customers and with all levels of the organization.
• Demonstrated leadership and supervisory skills and abilities to effectively work with a wide range of individuals dealing with sensitive, difficult, or confrontational issues.
• Demonstrated ability to perform well under an ambiguous and challenging environment.
• In-depth analytical and computational skills. Demonstrated ability to effectively conceptualize and problem-solve.
• Advanced negotiation skills and demonstrated ability to manage confrontational, controversial and challenging disputes.

Experience Requirements

• 5 – 7 years of experience supervising in a Customer Assistance Center, management and/or similar work experience.
• 3 – 5 years of customer relations experience.

Role Manager Supervisor

Number of Vacancies 1

Location Oahu, Maui, & Hawaii Island

Hiring Range The hiring range for the Manager, Customer Care & Support Center - Oahu, Maui, Hawaii [Req ID 10595] position is $109,900.00 to $142,600.00. The person selected will be placed according to his/her skills and qualifications.

About Hawaiian Electric Companies
Hawaiian Electric Companies provide electricity and services to 95 percent of the state's 1.4 million residents. The company is also one of the state's leading employers and a major contributor and supporter of community and educational programs.

The demand for power that has fueled the growth of the Hawaiian Islands has been met by Hawaiian Electric Companies for well over a century. And as the next millennium unfolds, the company is committed to providing quality service and seeking clean local energy sources to power generations of Hawaii families and businesses to come. Visit us at http://hawaiianelectric.com

Interested individuals should apply online. The application must clearly indicate the demonstrated experience/knowledge/skills/abilities the candidate possesses which specifically qualifies him/her for the position.

Applicant Certification
By submitting an application for the position, candidates:
1. Authorize the Hawaiian Electric Companies to confirm all statements contained in the application and/or any materials submitted and made a part of the application as they relate to the position and to the extent permitted by law;
2. Authorize and consent to, without reservation, the Hawaiian Electric Companies sharing any and all information regarding previous or present employment, educational training or personal information from their records and from any other source with the hiring department or subsidiary company;
3. Release, discharge, and hold harmless, Hawaiian Electric Companies, from any and all liability for any damage which may be claimed as a result of furnishing such information to the hiring department or subsidiary company;
4. Authorizes release and transfer of all personnel records to be maintained by the hiring company in the event of an inter-company transfer; and
5. Authorize, direct, and consent to Hawaiian Electric Companies and/or its authorized agents to conduct investigations into candidates' background. These investigations may include, but are not limited to searches for information about applicants; record of criminal convictions to the extent permitted by law, education records, professional certifications, personal character references, and employment history.

EEO Statement
Hawaiian Electric Companies is an equal opportunity employer, including disability and protected veteran status.

Hawaiian Electric Companies complies with all applicable laws, including Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at (808) 543-4848.

Affiliate Disclaimer

The relationship between Hawaiian Electric and unregulated, energy-related affiliate companies is governed by the Affiliate Transaction Requirements (ATRs) established by the Hawaii Public Utilities Commission (PUC). The ATRs were established with the PUC's Decision and Order No. 35962 issued on December 19, 2018, and subsequently modified by Order No. 36112, issued on January 24, 2019, in Docket No. 2018-0065. With Decision and Order No. 42409, issued on March 23, 2026, in Docket No. 2025-0391, the PUC indefinitely suspended certain sections of the ATRs.

The ATRs address many issues related to Hawaiian Electric's interactions and transactions with Affiliates and Affiliate-Related Entities. If you'd like more information about these rules/regulations, you can email ATR@hawaiianelectric.com.