Key Customer Representative

Job Description

Key Customer Representative (505)

Education and Experience

Minimum Requirements:

Graduation from an accredited college or university with a bachelor's degree in engineering, economics, business administration, environmental studies, or a closely related field and;
Three (3) years of progressively responsible experience in a utility or business organization where work responsibilities have primarily involved project management, public affairs, and/or customer service

Desirable Qualifications:

Professional experience in customer account management.

Possible Substitutions:

Seven (7) years of progressively responsible experience in a utility or business organization where work responsibilities have involved project management, public affairs, and/or customer service may be accepted in-lieu of the required bachelor’s degree.
A master's degree in business administration or other related field may be substituted for one (1) year of the required experience.

License

Possession of a valid California Class C driver's license is required.

Distinguishing Characteristics

The Key Customer Representative is a professional journey level classification in the City’s Electric Utility Department. An incumbent in this position is responsible for highly responsive and comprehensive administrative and technical service and support for key commercial and industrial utility customers. Incumbents serve as an advocate for key customers, establish and maintain direct relationships with key customer staff in such areas as facilities, operations, finance, energy management and emergency response, and act as the Utility's liaison to other City departments. This classification is distinguished from the Senior Key Customer Representative in that the latter is a lead professional position responsible for administration and technical support of the larger, more complex utility customer accounts.

Typical Duties

Each position in this classification may not include all the duties listed below, nor do the examples cover all the duties that may be performed. Under general supervision:

Develops and coordinates multiple utility programs designed to maximize customer service and satisfaction levels, such as energy efficiency lighting and HVAC rebate programs
Analyzes customer contracts and assesses customer electrical energy requirements utilizing computer databases
Coordinates energy audits for key customers which may include field data gathering and preparation of financial and resource utilization analyses
Participates in electric service agreement negotiations between the Utility and key customer for supply resources, efficiency services, infrastructure enhancements, or other utility products and services
Assesses need and assists customers with regard to billing, rates, pricing, power quality, and other needs
Assists Utility staff with sales and revenue forecasting, rate making, and engineering and operational issues including planned outage coordination
Communicates key customer needs and recommends solutions to appropriate Utility staff for development or implementation
Administers electric service agreements, acting as an advocate for customers
Investigates key customer service complaints, creates action plans, and responds to customer questions and concerns in order to resolve problems and maintain high customer service satisfaction levels
Gives presentations to a variety of public, focus and community groups, Joint Power Authority representatives, City Council, management, and other involved parties to support key customer programs
Consults with Utility management and coordinates policy-level responses to key customer inquiries and makes specific recommendations regarding key customer’s critical service needs
Maintains current knowledge of key customer industries, markets, business strategies, and decision-making processes
Promotes new products and programs to targeted customers
Investigates and pursues opportunities for added energy sales that contribute to the Utility's overall cost-effective operations
Provides emergency responses and communications with customers as necessary, regardless of time of day or night
Prepares a variety of periodic and special reports related to key customer account matters
Performs other related duties as assigned

Knowledge, Skills, and Abilities

Knowledge of:

Principles and practices of customer service that supports the establishment of strong interpersonal relationships
Engineering principles particularly as they apply to resource and energy engineering analysis, commercial/industrial operations and building HVAC and lighting systems
Electric utility economics and demand-side management for commercial and industrial applications;
Energy resource management
Various energy equipment, products, and services
Budgetary principles and practices
Modern business computer operations and applications including input, maintenance, retrieval, and transfer of information using word processing, spreadsheet, database, and presentation programs such as Microsoft Word, Excel, Access, and PowerPoint
Modern communication technologies and media including cell phone, pager, email, and internet utilization

Ability to:

Proficiently utilize modern business computer applications such as Microsoft Word, Excel, Access, and PowerPoint
Perform moderately complex engineering and technical calculations
Read and interpret contracts, financial data, utility rates and billing, and building plans
Perform quantitative analyses of commercial/industrial facilities
Comprehend and analyze technical issues from the utility and customer perspective
Reach sound conclusions and make appropriate and reasonable recommendations
Organize data for analysis and presentation to staff and customers
Monitor and report budget variances
Communicate clearly and effectively both orally and in writing, by using correct English grammar, spelling, and punctuation
Effectively present information to a group of people
Negotiate cost-effective and mutually acceptable agreement terms
Interpret state and federal regulations and assess impacts on utilities and customers
Establish and maintain tactful, courteous, and effective working relationships with internal departments, customers, and the public
Work in a team-based environment and achieve common goals
Handle multiple priorities, organize workload, and meet deadlines

Supervision Received

Works under the general supervision of a Senior Key Customer Representative or supervisory/management level staff member, as assigned.

Supervision Exercised

May assist in the training of new personnel and/or provide direction to paraprofessional, technical, or other staff as assigned.

Other Requirements

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

Special Conditions

Will be required to work unusual hours including nights and weekends in response to emergency situations.

Conflict of Interest

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

Approved, November 2004