Customer Service Supervisor

POSITION DEFINITION:

Under the direction of the Energy Resource Manager, the Customer Service Supervisor is responsible for providing direction for all aspects of billing, customer service, public purpose programs, community engagement, public affairs and media releases, public website, metering, service connections, and rate changes. The primary focus of this position is to provide customers with excellence in electric utility customer service.

ACCOUNTABILITY:

The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies. This includes the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources. The Supervisor is accountable for embracing new technologies, striving always to produce process improvements and to orchestrate these changes with the team in order to meet all goals and deadlines. The Supervisor is also responsible for the supervision and oversight of several Union personnel and will therefore interact and be involved with the Union.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinates and administers the functions of customer service, billing and rates, collections, community relations, and meter programs in the service area

• Develops training, procedures, and processes for the customer service, meter department, and programs in order to improve activities, address customer needs, and minimize complaints

• Participates in the review and negotiation of the Union contract, as per the Collective Bargaining Agreement schedule

• Actively engages in the response and process related to any Union grievance filed by meter department personnel

• Supervises and administers quality control for customer service related activities involving calls for service request, turn-ons and turn-offs, billing, credit and collections, and requests for information

• Develops and maintains an effective employee relations plan; supervises and evaluates the performance of assigned personnel

• Provides input for system maintenance and improvements and capital budget requests for the Customer Service and Meter Departments

• Leads assigned special projects; participates on company-wide projects to advance the business plan

• Responsible for all aspects of metering including electronic collection of meter data and interface with the Customer Information System (CIS)

• Ensures maintenance and capital improvements to metering systems are achieved per approved plans and schedules

• Ensures changes in rates are accurate and tested in the Customer Care & Billing (CC&B) system in a timely manner to comply with audit requirements

• Coordinates with other departments as needed to ensure messages are current and accurate

• Manages consultant(s) and third party vendors, including budgets

• Ensures audit of CC&B user transactions per audit narratives

• Oversees and develops customer communication and program marketing efforts, working with various vendors and Company representatives to support business objectives

• Develops overall public engagement strategy to promote BVES, Inc. in a positive light in the community and with local community leaders

• Prepares press releases and keeps the public informed through the website and newsletter

• Oversees the California Alternative Rates (CARE) program for electric customers

• Oversees all public purpose programs including Net Energy Metering (NEM) and Distributed Generation service (DGS) programs, Energy Savings Assistance (ESA), CARE, and Transportation Electrification to advance objectives to meet Company and regulatory goals

• Oversees meter calibrating, meter installations, metering equipment, and meter records for meter tests, repairs, maintenance, and audit

• Oversees high bill field and energy theft investigations

• Oversees load research data collection

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Business, Communications or related discipline preferred • A minimum of five (5) years providing support and/or coaching service representatives

• Five years of work experience with customer information systems (CIS)

• Public relations and media experience highly desired

• Experience with Oracle’s Customer Care and Billing software highly desirable

• Proficient in troubleshooting applications

• Utility experience preferred

• Unionized environment experience highly desired