Job description
APPLICATION MATERIALS
Applicants are required to submit a combined cover letter and resume in one PDF document. In your cover letter, please describe a) your management style and b) how you approach management of change, providing a specific example. Incomplete materials will not be considered.
This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately. The first review date for application materials is scheduled for April 4.
Interested parties are also invited to contact Human Resources at joblist@chelanpud.org to discuss the position.
SALARY RANGE
The starting salary range for this position is $95,625 - $127,500 (based on qualifications). With tenure and strong performance in this role an employee may earn up to a maximum of $159,375 , annualized.
Introductory Period: New employees holding regular positions must complete an introductory period of twelve months.
BENEFITS EPOA
In addition to competitive wages Chelan PUD employees also enjoy outstanding benefits which include zero cost employer funded medical, dental, and vision healthcare benefits, access to the employee assistance program, a VEBA health reimbursement account, and long-term care.
Washington state retirement PERS participation and optional 457 plan participation with an employer matching 401(a) plan.
Leave, life & disability benefits including paid leave starting at 21 days per calendar year up to 35 with tenure, 11 paid holidays per calendar year, paid jury duty, short-term disability & long-term disability, and basic life, AD&D, and optional voluntary life.
The work life benefits include optional flexible spending accounts for healthcare and dependent care, educational assistance, various rewards and recognition programs and position specific stipends.
For more explanation of the district benefits please visit our benefits website www.mychelanpudbenefits.org.
JOB POSTING
JOB SUMMARY: The Supervisor - Customer Relations is responsible for the customer service operations associated with the full retail electric, water, and wastewater revenue cycle (meter-to-cash) for over 50,000 account holders, $90 million annual billings, and 5,000+ monthly calls. Managing day to day business for a wide range of customer account related issues including customer data management, billing operations, payments, meter reading, and customer service functions such as call center management, enrollment, and customer account programs. This position is responsible for ensuring the integrity and effective utilization of the revenue cycle system of record, currently Oracle C2M. Embracing continuous improvement, this position will develop and implement processes and procedures to enhance operational efficiencies. In addition, this position is charged with being aware and anticipating evolving customer expectations, as well as thinking innovatively with an eye toward enhancing the customer experience.
RESPONSIBILITIES
Job Functions
To perform this job successfully, an individual must be able to perform each essential function of the job satisfactorily.
% TIME
Provide a positive, inspiring, and motivating work environment while supervising all aspects of billing, payment services, and meter services to ensure quality, timeliness, and productivity. Develop and maintain professionalism and effective teamwork in achievement of departmental goals. Support, coach, and counsel staff, plan and conduct orientation of new employees, and promote on-going education and training of staff to ensure the highest quality performance standards to meet the challenges in a dynamic utility industry. Ensure that staff continuously work to develop mutually agreeable solutions with customers, and handle customer contacts that cannot be resolved by other staff. Support customer communications though development of talking points and training. Responsible for negotiating and managing contracts and agreements in support of the meter-to-cash effort.
50%
Lead change in business process and procedure following change management principles and District standards, including those driven by technology and those resulting from continuous improvement efforts. In collaboration with the IT department and others, provide input to projects and understand business impact of proposed change. Explore emerging technologies and customer service/customer experience best practices and make recommendations to achieve business and customer service goals. Identify and champion new solutions to improve efficiency and effectiveness of existing processes. Examples may include, but are not limited to the advanced automated metering systems and related business processes and C2M system changes, testing, user training, rate adjustments, billing structure changes, and upgrades.
30%
Ensure compliance to all District policies, rates and utility regulations. Perform routine and ad-hoc reviews of appropriate policies, procedures and processes. Conduct periodic risk assessments and recommend mitigation. Support external and internal audits as well as participate in regional forums aimed at staying abreast of emerging issues and best practices.
10%
Participate in business unit planning and goal setting by proposing goals and workplan objectives designed to meet customer expectations. Support efforts to enhance internal reporting, benchmarking, and data driven decision making. Responsible for monthly reporting on key customer service metrics. Assume fiscal responsibility by participating in preparation of and operating within an approved annual budget.
10%
Additional Responsibilities
Maintain regular and predictable attendance: Perform related duties and responsibilities as required. Comply with District policies. Complete all required training. Maintain a working knowledge and comply with District safety procedures and specific safety requirements of this position, and those in accordance with applicable provisions of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC). Employees with access to confidential employee records and information are required to restrict access from any unauthorized person, except on a need to know basis.
As an essential function, drive a motorized vehicle while conducting business on behalf of the District.
People Management:
# Direct Resources Managed
# Indirect Resources Managed
This position manages/supervises people
10-19
None
Is responsible for the overall direction, coordination, and evaluation of the employees managed. Also, carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Post Secondary Education
The educational entry requirements are listed below. Equivalent experience (year for year) may substitute for required education.
Associate Degree (A. A.) or equivalent from two-year college or technical school is required
Minimum Experience
Minimum experience requirements are listed below. Experience requirements are additive to education requirements. Additional education may not substitute for experience.
5+ years of progressively responsible experience in billing, credit, customer service, office management, energy industry operations and/or commercial account management is required.
2+ years of supervisory experience is required.
Experience working with electric, water and wastewater accounts is preferred.
Knowledge, Skills and Abilities
Knowledge of utility rules, rates, bill calculation and terminology including demand, energy, load, generation, time of use, and associated processes and technology.
Knowledge of utility billing and receipting operations and systems including payment processing, collections, reconciliation, accounts receivable, and technology and processes that connect the meter reads the billing.
Knowledge of the principles and practices of employee supervision, training, motivation, counseling, and discipline.
Able to coordinate, plan and provide work direction to others.
Knowledge of standard change management principles and approaches, e.g., ProSci ADKAR model.
Knowledge of modern office practices, methods, and computer equipment and applications related to the work, e.g. Microsoft Office Suite, utility billing system, online customer portals, etc.
Strong verbal and written communication skills and ability to communicate effectively at all levels.
Able to use tact, initiative, prudence, and independent judgment in the application of general policy, procedural, and legal guidelines.
Strong collaboration and consensus building skills.
Effective time management skills and ability to meet deadlines.
Able to recognize problems and respond, systematically gather information, sort through complex issues, and understand consequences of decisions.
Lead projects using basic project management techniques.
Demonstrate sensitivity to and respect for the rights of individuals and differences in people’s ethnic and cultural heritage, attitudes, beliefs, goals, and interests.
Must be proficient in reading, writing and speaking English.
Decision Making
Establishes priorities for a team and coordinates work activities with other supervisors. Decisions are guided by policies, procedures and business plan. Supervises non-exempt individual contributors and has full supervisory authority. Receives guidance and oversight from higher-level manager or director.
Complexity
As a leader (typically a Manager), manages and consults on complex business decisions and drives interaction and collaboration across business units. Adapts departmental plans and priorities to address resource and operational challenges. Provides input to strategic decisions that affect the functional area of responsibility.
PHYSICAL DEMANDS/WORKING CONDITIONS
The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Physical Demands
Physical Demand
Seldom 0-10%
Occasional 11-33%
Frequent 34-66%
Regularly 67-100%
Sitting
X
Standing
X
Walking
X
Lifting 1-10 lbs Floor-Waist
X
Wrist/hand/fingers manipulation (keyboarding, mousing, etc.)
X
Repetitive Motions
X
Talking
X
Hearing
X
Visual - Near Acuity
X
Visual - Color Discrimination
X
Noise Intensity Level
This position is typically exposed to the following noise intensity level on a regular basis.
Very Quiet
Quiet
Moderate
Loud
Very Loud
Noise Intensity Level:
X
LICENSE REQUIREMENTS
A valid driver's license is required for this position (verified upon hire). A valid Washington State driver's license is required within 30 days of employment.
BACKGROUND SCREENING
Pursuant to the Cardholder Information Security Program (CISP) of 2001, Chelan County Public Utility District #1 is mandated to conduct background screening of personnel granted rights to access credit card holder information.
EEO
Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.
EEO Law Posters can be found on the main Careers page in English and Spanish.
Chelan PUD will not be offering any work visa sponsorship for this role.
Pay Transparency Nondiscrimination Provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
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