City of Idaho Falls, ID

Electric - Customer Services Manager

Full Time • Idaho Falls, ID, United States of America

106,006 - 136,159 (Yearly) Added 11 hours, 29 minutes ago

Summary

LOCATION

Idaho Falls, Idaho

QUALIFICATIONS

Bachelor's degree in business administration, Marketing, Communications, or a related field; 6 years of experience in product/service delivery with supervisory experience preferred; knowledge of business management practices, public relations, and fiber network operations is a plus.

RESPONSIBILITIES

Oversee customer service and energy services operations, manage teams, direct customer education and marketing initiatives, coordinate with city departments, handle complaints, facilitate effective communication, and manage energy efficiency programs.

INDUSTRY

Utility and Telecommunications

SHORT DESCRIPTION

Manage customer services and energy delivery operations for Idaho Falls Power, ensuring quality service delivery, effective communication, and innovative marketing strategies for both energy services and broadband.

General Purpose

GENERAL PURPOSE

Idaho Falls Power/ Idaho Falls Fiber is currently looking for an Customer Services Manager. In this position you will perform a variety of professional and managerial duties related to planning, organizing, directing and coordinating the customer facing delivery energy services and fiber optic broadband.

SUPERVISION RECEIVED

Works under the general supervision of the General Manager.

SUPERVISION EXERCISED

Provides supervision and management of: energy conservation, metering and customer service teams.

Essential Functions

Directs day-to-day customer facing administrative functions and operations. Ensures their teams understanding with respect to their responsibilities, relationships and authorities necessary to facilitate the delivery of quality services; prepares and manages the division’s budget to ensure compliance with approved budgets and authorization.

Provides leadership to responsible staff. Conducts interviewing and hiring processes as necessary. Instructs and trains new employees. Responsible for planning, organizing and scheduling work assignments. Makes recommendations effecting employee status, i.e., retention, advancement, discipline and termination.

Supports operations related to customer education, public relations, broadband sales, marketing, and communications. Supports scheduling and reference materials for media interviews in the absence of the public information staff. Delivers public addresses and education as needed to schools, industry and civic audiences. Organizes plant tours and safety demonstrations for the public. Works in collaboration with others on newsletters, annual reports, media advertising, website content, etc. Supports emergency/crisis communications in coordination with public information staff. Works on ways to maintain within the community as positive utility image and good brand recognition.

Supports and leads when needed internal and external communications using a variety of media sources (newsletter, e-newsletter, bill stuffer, website, social media platforms, and traditional media.

Using a multimedia approach, creatively market products and services. Develop and implement services and marketing plans in support of other marketing team members. Supports and can oversee development of marketing materials and promotion of broadband and energy products and services offered.

Perform administrative and managerial work in connection with policies, activities, operations and personnel.

Coordinate activities of the utility with other city departments and with state and regional organizations.

Direct and provides quality assurance oversight related to the security lighting services including installation, maintenance and record keeping for billing purposes. Assist in developing ancillary services and products including security lighting, EV charging, clean energy programs, energy efficiency, surge protection, broadband, net metering, etc.

Manages metering team and provides capital planning and responsibility oversight of the overall AMI metering system which includes the mesh network, associated hardware and software systems and meters. Works closely with city utility billing department for billing accuracy and customer service issues. Follows city policy for reconnects and disconnects for non-pay accounts.

Establish policies and procedures for theft of service programs. Implement and coordinate all activities with other departments related to theft programs. Responsible for follow up with the police department and city attorney as needed. Responsible for power quality and coordinates activities with various divisions and personnel. Responds to and works with customers on power quality issues or items of concern.

Manages the utilities energy efficiency program and associated staff along with contractors. Work closely with the Bonneville Power Administration (BPA) on the EE program, BEETS and the implementation manual following rules and regulations. Responsible for setting and managing the budget for incentives and financing programs. Works closely with BPA to accurately collect and disperse EEI funds and manage the BPA EEI budget. Works closely with the General Manager on EE program strategies, incentives, marketing and other associated EE activities.

Informs senior management about all matters concerning energy efficiency or other ancillary services, public information and customer relations relative to plans, programs, progress and activities to determine over-all requirements and effectiveness in conformity with established objectives, policies and budgets.

Assists in the direction of policies, procedures and activities of Idaho Falls Power related to bill presentation, such as the Level Billing Program and HELP Programs, and coordination of those activities with utility billing, city treasury and other associated city departments.

Review problems and complaints with customers that cannot be handled by other department personnel or that require coordination of staff throughout the department. Responds to questions and explains actions taken with customers in order to create understanding and promote positive public relations. Manages key accounts keeping them well informed of planned outages, voltage changes, rates etc. Responsible for maintaining up to date contact lists for key accounts and providing adequate interaction to maintain good customer service with larger key account customers. Meets on a regular basis with key accounts.

Coordinate the schedule of workflow between Idaho Falls Power and certain other departments of the city particularly as relates to customer service and ancillary services.

Works closely with the General Manager and associated team on customer relations strategies and actively explores ways to improve customer outreach and education. Supports after hours customer engagement events.

Works with other city personnel, other government agencies, community organizations and other utilities in the implementation of energy and broadband programs as needed. Stays current on energy trends and issues through participation in periodic training seminars, meetings, committees, literature, and other related activities. Use knowledge to identify services or programs to enhance customer service, marketing, customer engagement and recommend development of products/services.

Works collaboratively throughout the utility in a positive manner that aligns with utility safety culture and overall work environment.

Performs other duties as assigned.

Minimum Qualifications

1. Education and Experience:

A bachelor’s degree in business administration, Marketing, Communications, or related field;

AND

B. Six (6) years of increasing responsibility in an organization developing and delivering products and services; preference given to those with prior supervisory experience and/or familiarity with service trends in the utility industry.

C. An equivalent combination of education and experience.

2. Knowledge, Skills, and Abilities:

Considerable knowledge of business management practices and procedures; public relations and communications methods and procedures; personal computers and various software applications; basic algebra, geometry, energy consumption patterns; computer software applications related to energy service programs; industry trends and issues; Working knowledge of employee supervision methods and practices. Fiber network operations and broadband experience a plus but not essential.

Skill in the art of diplomacy and creative problem solving; engaging customers and delivering impactful customer marketing and customer service.

Ability to think and plan strategically; self-direct; communicate effectively, verbally and in writing at a level necessary for efficient job performance; develop and maintain effective working relationships with fellow employees, the general public, industry partners, contractors and supervisors; inspire others to focus on customer satisfaction; represent the utility at community events or in public meeting settings; lead team in developing and refining products and services that the community will use.

3. Special qualifications:

Must possess a valid Idaho State driver’s license.

Must be available on call-out basis.

Work Environment

Incumbent of the position performs in a typical office setting with appropriate climate controls. Tasks require variety of physical activities, involving minimal muscular strain, related to walking, standing, stooping, sitting, and reaching. Essential functions require talking, hearing and seeing. Common eye, hand, finger dexterity required. Mental application utilizes memory for details, emotional stability, discriminating thinking and creative problem solving. Periodic travel required in normal course of job performance. Outside normal work hours customer engagement events at various locations, inside and outside are a normal occurrence.

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