Southern Division Office Supervisor (Soldotna)

JOB SUMMARY: Under the general direction of the Southern Division Manager, the Southern Division Office Supervisor is responsible for staff supervision and the administration of the Office Customer Service/Customer Accounting functions, including cashiering and customer credit. Oversees the day-to-day operations of the Southern Division office; this includes planning, directing, supervising, training and evaluating the workflow of the department. Handle escalated customer service issues and ensure customer service quality and outputs meet comparative benchmarks and corporate goals. This position is also required to gain additional knowledge of distribution and service department policies and procedures as additional supervisory responsibilities will be added to the position in the future.

This position will also be responsible for providing day-to-day liaison relationships between ENSTAR and the Sothern Division commercial accounts for the purpose of making gas sales and expediting the proper installation of gas equipment. This includes working closely with homeowners, contractors and ENSTAR marketing, distribution and service department employees and leadership personnel. In addition, will be responsible for direct marketing of gas to new commercial and residential customers as well as cultivating/maintaining effective relationships with current customers. Relationship maintenance may include helping clients with gas measurement and billing discrepancies. The position may act as ENSTAR's point of contact at various functions to answer questions and provide education about natural gas, "811" and ENSTAR in general.

ESSENTIAL FUNCTIONS:

• Supervise office functions and clerical staff:
  • Learn and train on office tasks, specifically the Customer Care and Billing software system.
  • Oversee site-specific accounting functions, billing schedules, cashiering, data entry, etc.
  • Develop metrics for evaluating employee performance; conduct performance reviews.
  • Ensure high and accurate levels of customer service are provided by team both in person and over the phone.
  • Determine work priorities and coordinate employee work schedules. Provide appropriate supervision and performance management to employees in the area.
• Assist Manager and Supervisor of Southern Division Operations as needed.
• Assist in preparing annual budgets for capital and O&M accounts.
• Provide direction and supervision related to the Southern Division yearly work schedule and daily departmental tasks.
• Maintain a positive working relationship with other employees and departments. Exhibit professional customer service performance toward all internal and external customers by assisting whenever possible, providing good communication, and being proactive in problem solving.
• Handle escalated customer inquiries, resolve issues regarding bills and disconnects of service.
• Research, develop, and prepare special reports and projects as requested by management.
• Provide support on various project teams for the improvement of ENSTAR's systems or technology as it relates to customer service in general.
• Identify potential conversion customers and develop plans or strategies to convert these accounts to natural gas. Contact current and potential customers to evaluate needs, create energy profiles, and promote conversion of equipment, equipment replacement, and possible equipment additions to promote the sale of natural gas and ENSTAR's services
  • Facilitate the addition of new customers through new service connections, main extensions and meter installations from initial request to installation.
  • Calculate installation or production cost, estimate savings, prepare, and submit bid specification to customer for review and approval.
  • Inspect establishments to ensure installation feasibility and submit paperwork for proper review.
  • Arrange for installation, test operation of machinery, and recommend solutions to product-related issues and/or problems.
  • Work successfully with various ENSTAR departments on customers' behalves by preparing necessary paperwork, performing follow-up, and various other administrative functions.
  • Participate in Marketing Department's weekly meetings and be a key player in achieving annual customer count, main extension and other department goals.
• Monitor and review statistics as they relate to gas usage, sales, and customer needs.
• Maintain current working knowledge/intelligence of the natural gas industry standards and practices.
• Develop and maintain relationships with commercial accounts, architects, engineers, and general contractors to assess building loads, future demand requirements, and facilitate efficient daily coordination of work requests for large commercial customers.
• Establish relationships with cities, townships, permit offices, equipment suppliers, national chains, and contractors to facilitate new construction account acquisition.
• Interact with the public in one on one or group settings to discuss ENSTAR's services and answer questions.
• Attend sales and trade meetings; read related publications to obtain current market condition information, business trends, and industry developments.
• Play key role in the marketing of natural gas and project proposals.
• Work in a constant state of alertness and in a safe manner.
• Maintain excellent safety standards.
• Travel to other ENSTAR work locations as necessary.

MINIMUM QUALIFICATIONS:

• High School Diploma or equivalent.
• Bachelor's Degree preferred.
• Five or more years of supervisory experience in related field (office management, business administration, customer service, utility industry).
• Three or more years' experience in an energy utility setting preferred.
• Well-developed oral and written communication skills sufficient for:
  • Sales presentations, engage in sound and well-reasoned arguments and provide back-up documentation/information.
  • Public speaking and explaining/discussing benefits of using gas usage versus other energy sources.
• Proficiency in Microsoft Office Suite; advanced skill levels with Excel (specifically the ability to create, edit or work on complex spreadsheets such as QAQC, MSI reports and transport billing).
• Marketing experience preferred.
• Must possess a valid Alaska Driver's License and be qualified to operate a vehicle under the conditions of the ENSTAR's Driving Policy.
• Ability to pass a background, past employment, credit, drug, and driving record screening.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Good working knowledge of various personal computer, business software applications presently used by the ENSTAR, specifically Microsoft Office Suite. Ability to learn new systems or software packages as necessary.
• Learn the Southern Division's gas distribution operations responsibilities, both maintenance and new construction related tasks.
• Basic knowledge of gas operations/administration and construction.
• Proven organizational and analytical skills in order to be able to analyze processes and make recommendations for improvement, monitor the effectiveness of the department, and provide future direction and guidance.
• Excellent communication skills, both oral and written, in order to deal effectively with a variety of interpersonal relationships and situations and to impart information effectively to team members.
• Excellent interpersonal, supervisory, and leadership skills. Must be able to provide effective change-management leadership that will effectuate change to support the department goals.
• Ability to work effectively with other departments and manage resources in the best interest of ENSTAR.
• Excellent analytical, project management and organizational skills with the ability to analyze and evaluate data.
• Knowledge of business development concepts and ability to perform related tasks.
• Knowledge of statistics, algebra, or other mathematical functions to perform calculations for gas usage, comparisons, etc.
• Excellent decision-making and problem solving skills.
• Knowledge of Federal, State and Local interest groups and stakeholders in order to determine effective public affairs activities and determine market needs and issues.
• Ability to learn and understand ENSTAR's rates/tariffs, GIS, as-builts, procedure manual, forms, and contracts.
• Ability to type 50 wpm.

OTHER REQUIREMENTS:

• Must maintain a positive work atmosphere through effective interactions and communications with co-workers, customers and management.
• Must maintain a safe environment for co-workers, customers and the public through adherence to established safety standards and timely reporting of potential hazards.
• Must adhere to ENSTAR's policies and procedures related to the code of business ethics, compliance, responsible use of assets, and all applicable state and federal laws.

PHYSICAL EFFORT:

VISUAL ACUITY:

MENTAL EFFORT:

ENVIRONMENTAL FACTORS:

The statements contained in this job description are intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Others duties may be assigned.

ENSTAR IS AN EQUAL OPPORTUNITY EMPLOYER

EOE/AA/M/F/Vets/Disabled