Electric Division Manager Customer Services

Job Description

Electric Division Manager Customer Services (107D)

(Unclassified)

Education and Experience

Education and experience equivalent to graduation from an accredited college or university with a bachelor's degree in business administration, marketing, communications, or an approved related field and four (4) years of progressively responsible experience in marketing, customer service analysis, customer relations training, customer survey development and implementation; public relations; and customer credit, billing and communications. An advanced degree in marketing, communications or a related field may be substituted for one (1) year of qualifying experience requirement.

Desirable Qualifications

Customer service experience in a utility with a broad range of customer segments including major customer accounts as well as supervision of personnel in customer development and satisfaction activities is desirable. Experience training utility personnel in effective customer service techniques is also desirable. An advanced degree in a closely related field is desirable.

License

Possession of an appropriate valid California driver's license is required.

Distinguishing Characteristics

This is a professional management position in the unclassified service responsible for directing activities of professional, technical and clerical staff in the Electric Utility Customer Services Division in the development of customer relations and outreach programs for a broad range of customer segments. The position requires a broad understanding of utility operations and customer impacts, needs and expectations on the operations of the utility. An incumbent in this position may also be expected to assume the responsibilities of the Assistant Director of Marketing/Customer Services as assigned.

Typical Duties

Under general direction is responsible for the work of the Customer Services Division with the development of detailed knowledge of its customer segments including thorough knowledge of needs for individual customers and groups of customers; applies various customer outreach techniques for assisting needs; develops of survey techniques to assess customer satisfaction and issues; develops customer training programs subordinates and other utility and City employees; develops public relations and communications programs for preparation of pertinent information to target populations and customers; develops contracts for long term service agreements with target customers. Assists the Assistant Director for Marketing/Customer Services in any matters related to the operation of the division; maintains current knowledge of electric utility techniques and practices; coordinates information and needs relating to customers with other City employees; and provides technical and managerial input to the Assistant Director as requested.

May be required to make presentations to groups or the general public regarding utility policies and practices. Works closely with other city departments. In addition, manages and is accountable for day to day operations and special projects and personnel and financial matters, including budget preparation and monitoring, of the division to which assigned; and performs other related duties assigned.

Supervision Received

Works under the general direction of the Assistant Director of Marketing/Customer Services of the Electric Utility or other supervisor as assigned.

Supervision Exercised

Required to supervise professional, technical and clerical personnel and consultants in the completion of assigned duties.

Other Requirements

Must be able to perform the essential functions of the job.

Conflict of Interest

Incumbents in this position are required to file a Conflict of Interest statement upon assuming office, annually, and upon leaving office, in accordance with City Manager Directive 100.

Approved, July 1996