• Job Description

  Req#: 24629

  We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,300 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

  Deadline to apply : December 1, 2023

  Pay Grade

  16

  Position Summary

  The Manager in Customer Solutions & Resolutions plans, manages a 24/7/365 team of Customer Information Specialist, and facilitates service operations to achieve workload, accuracy, productivity, budget, and staffing level targets. In addition, this person manages a team of employees using a coaching mindset by providing daily direction and monthly feedback sessions with employees. Manages the process of building projections for seasonal demands, including outage forecast, seasonal load and resource availability. Will manage data assembly and communication for escalated events to internal stakeholder and external customer, including follow through, and partnering with others to resolve concerns. Manager is responsible for hiring, training, evaluating, disciplinary actions, performance appraisals of employees and escalating issues to leadership as needed.
  

  Tasks and Responsibilities

  • Responsible for the Customer Information Specialist team collaborative process across Customer Strategy, Corporate Communication, Office of the President, Board of Trustees, Government Relations, Gas, Electric Delivery Services, Energy Supply, Products & Services, and any other customer escalation across the company 24/7/365, including staffing weekends and holidays when necessary.
  • Assist in defining processes for end-to-end resolution of internal/external customer escalated cases.
  • Assist with establishing training plans and subject matter expertise within the escalation’s organization.
  • Assist to ensure that escalations are effectively & consistently tracked, and status is communicated to internal and external stakeholders, while establishing cross-functional collaboration to manage and resolve action items.
  • Help to develop and drive action plan for escalations until full resolution of issues.
  • Monitor, review and report on escalations to customer success leadership, making recommendations for continuous improvement of product and processes.
  • Responsible for collecting and providing data analysis to partnerships across Customer Strategy, Gas Solutions, Energy Delivery Services, Corporate Communications, Government Relations, Business Technology, Security, and other appropriate teams to identify situational awareness for internal & external communications, as appropriate.
  • Help develop tools and processes to support the Customer Information Solution Specialists team that will work with System Operations to support outage situations, communicate appropriately to internal stakeholders (including all levels of executive leadership), and support external mass communications using all appropriate channels (text, email, phone, social media, etc.).
  • Help develop and contribute to technical troubleshooting documents, best practices and other knowledge articles for internal and external use, identifying strategic roadmaps to improve the customer experience and reduce customer escalations.
  • Responsible for coordination amongst Energy Delivery Service (EDS) crews and Resource Management to ensure adequate resources, effective utilization of resources, and proper oversite/control of resources.
  • Assist with forecasting of budget requirements and support of budgeting process. Help implementation and execution of metrics and controls to support oversite of area financials. Adherence to target budgets (capital, O&M, human resources), and allocation of resources to optimize customer satisfaction and system reliability.
  • Shares survey results, creates action plans, communicates progress, and positively influences employee engagement and activities.
  • Conducts regular quality audits of employee performance to ensure best practices and customer experience expectations are met.
  • Ensures compliance with CPS Energy Safety policies and protocols.
  • Manage daily operations and coordinates with Systems Operations and other internal stakeholders.
  • Ability to work varied/fluctuating schedules (e.g., shift work, call duty, extended hours, and weekends).
  • Flexibility to support other groups as needed (Walk-In Centers, Community Events, System Operations, Workforce, peers, etc.).
  • Performs other duties as assigned.

  Minimum Skills

  Minimum Knowledge and Abilities

  Strong organizational skills and attention to detail with the ability to effectively plan, prioritize and manage multiple assignments in an accurate and timely manner.

  Ability to work as part of a team under pressure and work independently with minimal supervision.

  Must demonstrate initiative to volunteer and/or assist with projects and other tasks that arise.

  Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner while working with a diverse workforce and various environments.

  Ability to develop and write goal statements and action plans.

  Effective problem-solving skills used to identify and resolve day-to-day operation and employee relations problems.

  Strong communication skills to effectively deal with various levels of management, staff and/or external customers.

  Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

  Strong time management skills, along with the ability to fluctuating priorities in a fast-paced work environment.

  Skilled in using personal computers and software.

  Must possess effective verbal and written communication skills.

  Preferred Qualifications

  • Prior experience with public utility regulations as they pertain to electric and gas utilities.
  • Experience in customer service, call center operations and/or system operations with strong understanding of performance metrics.
  • Proficient in SAP with navigation of different SAP modules.
  • Proficient in Microsoft Office including word processing, spreadsheets, database, presentation software, electronic email and scheduling.
  • Demonstrate knowledge of public utility regulations as they pertain to electric and gas utilities.

  Competencies

  Serving Customers

  Delivering High Quality Work

  Developing Talent

  Building and Supporting Teams

  Acting as a Champion for Change

  Demonstrating Initiative

  Minimum Education

  Bachelor’s degree in Engineering, Business or related field, or related experience in customer service or System Operations, preferably in a Call Center or System Operation environment.

  Required Certifications

  Working Environment

  24/7/365 environment, indoor and outdoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multifunctioning printer and calculator.

  Ability to travel to and from meetings, training sessions or other business-related events local and non-local. After hours work may be required.

  Work schedule may vary, and occasional overtime may be required. May be required to cover on-call duty.

  Physical Demands

  Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

  Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

  CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

• About the company

  CPS Energy is the municipal electric utility serving the city of San Antonio, Texas.

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