March 28, 2024
Electric Energy Jobs

Billing, Special Plans Manager

Organization:
UNS Energy Corporation
Region:
United States, Arizona, Kingman
End of contest:
February 14, 2018
  This job posting has expired
Type:
Full time
Category:
Customer service
Description
Position Description:

Plan, organize, staff, direct and control overall business objectives of UNS Electric and Gas Customer Service Departments across Northern Arizona; Manage operations for Retail Customer Billing and Special Plans for Tucson Electric Power and UNS Energy companies. Supervise CSRs (back office) at UNS Gas. Provides all aspects of customer care, energy solutions and problem resolution.  Understands, communicates, and negotiates technical energy issues to the community, customers and key stakeholders.  Ensure compliance within regulated environments of the companies varied rules of service.

Essential Functions: [As defined under the Americans with Disabilities Act, these include the following responsibilities, minimum job knowledge, skills, and abilities.  This is not necessarily an all-inclusive listing.]

Position-Related Responsibilities: 

  • Develop implementation strategies, align direction, services and performance of various business areas with the organization's mission, vision and strategic goals

  • Promote cooperation and commitment within various teams to achieve goals

  • Provide coaching and mentoring to enable employee growth and development

  • Build and maintain customer satisfaction service requests, billing and special plans

  • Suggests and directs reports to be created out of the various systems in order to implement effective strategies to reduce billing exceptions    

  • Provides analysis on billing and special plan trends and recommends and implements appropriate strategies to increase customers satisfaction, ensure regulatory compliance and enact operational efficiencies

  • Develop appropriate KPIs to measure Credit and Remittance department effectiveness and provide policies, procedures and processes to improve overall performance

  • Work with IT and other departments to implement efficient systems and new technologies to enhance the customer experience, implement efficiencies and improve recovery of revenue

  • Develop and manage department level Operations and Maintenance and Capital budgets

  • Establish performance standards, evaluate results of both individuals and organization; deal with deviations, as required

  • Administer performance management processes

  • Act as final arbiter for customer service and/or disputes and ACC complaint resolution Data Conservatorship for system changes affecting area of responsibility in CC&B Customer Information System and Process Owner for SOX audit key controls

    Management Responsibilities: 

  • Ensure that the Company's management principles, policies and programs are consistently practiced and continually support the Affirmative Action Plan

  • Comply with and administer the terms and conditions of the Collective Bargaining Agreement(s)

  • Assume fiduciary responsibility for operating the business and provide recommendations on cost improvement measures

  • Develops a positive rapport and works hand-in-hand with the other members of the Customer Service Leadership team

    Knowledge, skills and abilities: 

  • A bachelor's degree in business or related discipline preferred or equivalent experience

  • Ability to learn the complex billing and metering system to suggest and implement changes to either processes or system programming

  • Five years' experience managing customer utility operations

  • A comprehensive knowledge of TEP, UNS Gas, and UNS Electric Arizona Corporation Commission Rules & Regulations, departmental policies & procedures and applicable Collective Bargaining Agreements

  • Understanding of the Fair & Accurate Credit Transaction Act

  • A high degree of human relation skills required to oversee personnel situations, maintain a positive work environment while maintaining a structured customer service environment

  • Demonstrable verbal and written communication skills, ability to use spreadsheets, and database software

  • Excellent interpersonal, oral, and written communication skills and organizational, analytical and time management skills

  • Ability to model good corporate citizenship and work ethics 

    The incumbent may be required to perform an operational, maintenance and/or emergency function.  Such function may be in a safety sensitive role during the course of the calendar year and might include receiving and acting upon product release calls.

    Position closes on 11-20-17

All employees are expected and required to adhere to the Company Code of Ethics and Principles of Conduct.

All employees are expected and required to adhere to the Company Code of Ethics and Principles of Conduct.

Click here to view the full press release.

Contact

UNS Energy Corporation

88 E. Broadway

Tucson

Arizona United States

www.uns.com