Requisition ID: 20448
SummarySupervises customer service personnel who perform responsible work scheduling, order completion, and customer contact for coordinating construction and field metering activities. Supervises smart meter desk operation that is responsible for remote operation and monitoring performance of SRPs automated meter population. Serves as the departments main point of contact for investigating and responding the customer complaints, in marketing programs and maintaining/administering policies related to metering services. Provides a key role in defining/developing automated business processes and procedures for smart device and wireless technologies to meet increasing customer expectation while optimizing operational efficiencies.
What You'll Do- Directly responsible for supervising 15 to 35 employees in the meter services operations office and smart meter desk including training, mentoring, monitoring performance, counseling, and administering positive discipline and performance reviews. Supervises the department's work order scheduling and field dispatching functions.
- Direct the daily operations of the smart meter desk to remotely complete orders, monitor the health of the installed meter population and communication network, and coordinate corrective actions in the event of system or hardware failures. Serves as the department point of contact with other business groups and technical departments to define requirements and enhancements of work scheduling, automated order processing and system performance monitoring through the smart meter technologies utilized by SRP.
- Oversees the direct credit/disconnect order scheduling and processing through wireless technologies (I.E., Blackberry). Departmental point of contact to define requirements and enhancements of other meter work scheduling and order processing as the technology platform evolves.
- Analyze statistical data from varied and complex systems to identify and recommend business process improvements. Develop and lead training to support changing business environment and document resulting policies and procedures.
- Manage the analysis and documentation of customer and meter historical data from various systems to identify and resolve customer complaints and issues and assist other departments to settle billing discrepancies or other customer service matters.
- Perform duties of department manager and other departmental field supervisors in those individuals' absences. Available for 24x7 call by cell phone or blackberry on a scheduled and emergency basis.
EducationA bachelor's degree relevant to the assignment from an accredited institution is preferred.
ExperienceMinimum 6 years of relevant experience required. In lieu of a degree, 10 years of relevant experience or an equivalent combination of education and experience totaling 10 years may be considered.
Additional Requirements and QualificationsHigh levels of confidentiality are required in dealing with sensitive employee and customer information. Strong abilities to work as part of team are required. Must have self motivation to achieve specific, varied, and often changing goals and objectives. Must have ability to work well under stress and have abilities to handle complex and difficult employees and customer situations. Knowledge of SRP's customer information systems, meter information systems, and scheduling/job tracking systems preferred.
Hybrid WorkplaceSRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona.
