customer service lead

customer service lead.
big bear lake , california

posted 7 days ago

job details
summary
$77,000 - $130,000 per year

permanent

bachelor degree

category computer and mathematical occupations

reference1048104

job details
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 in the utility industry.
Highly Desired:
-Oracle Custmer Care Software
-Union knowledge
-Utility backround
***Direct Hire Role with great company benefits!!
***Relocation Assistance available!
location: Big Bear Lake, California
job type: Permanent
salary: $77,000 - 130,000 per year
work hours: 8am to 4pm
education: Bachelors
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

Customer Retention

Scheduling

Electrical

EnergyEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected] offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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