job summary :

Our client, a leading Utility company is seeking a Customer Service Supervisor for their Big Bear, CA site. This position is 100% onsite and requires candidates to be a local resident.

5 years in a leadership role required and 5 years working with cutomer information services (CIS). Bachelor's Degree or extensive work experience.

Highly Desired :

• Oracle Custmer Care Software
• Union knowledge
• Utility backround

Direct Hire Role with great company benefits!!

Relocation Assistance available!

responsibilities :

Coordination and Administration

Coordinates and administers functions of : Customer service Billing and rates Collections Community relations Meter programs in the service area

Training and Procedures Development

Develops training, procedures, and processes for : Customer service Meter department Programs to improve activities, address customer needs, and minimize complaints

Union Contract Review and Negotiation

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

Union Grievance Handling

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

Quality Control Supervision

Supervises and administers quality control for customer service-related activities, including : Calls for service request Turn-ons and turn-offs Billing Credit and collections Requests for information

Employee Relations Management

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

System Maintenance and Improvement

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

Special Projects Leadership

• Leads assigned special projects
• Participates in company-wide projects to advance the BVES, Inc. business plan

Metering Oversight

• Responsible for all aspects of metering, including : Electronic collection of meter data Interface with the Customer Information System (CIS)
• Ensures maintenance and capital improvements to metering systems are achieved per approved plans and schedules

Rate Changes Management

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

Departmental Coordination

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

Vendor and Consultant Management

• Manages consultant(s) and third-party vendors, including budgets
• Ensures audit of CC&B user transactions per audit narratives

Customer Communication and Marketing

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

Public Engagement Strategy

• Develops overall public engagement strategy to promote BVES, Inc. positively in the community and with local community leaders
• Prepares press releases and keeps the public informed through the BVES, Inc. website and newsletter

Program Oversight

• Oversees the California Alternative Rates (CARE) program for electric customers
• Oversees all public purpose programs, including : Net Energy Metering (NEM) Distributed Generation service (DGS) programs Energy Savings Assistance (ESA) CARE Transportation Electrification to advance objectives to meet Company and regulatory goals

Meter Maintenance and Investigations

• 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

LI-LM1

qualifications :

• Experience level : Experienced
• Minimum 5 years of experience
• Education : Bachelors
skills :
• Utilities
• Utilities
• Customer Retention
• Scheduling
• Energy
• Customer Service
Less than 1 hour ago