Key Accounts and Customer Program Specialist ID - 16615
Full job description
JOB
Join a team of collaborative, dedicated employees who have been providing safe, reliable, affordable energy to the community of Lodi, CA, since 1910. The Key Accounts and Customer Programs Specialist reports directly to the Assistant Director and focuses on building strong relationships with some of the utility’s largest energy consumers. The successful candidate will act as a primary point of contact, representing the utility at community events and ensuring key account needs are met through the development and implementation of a number of programs.Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job.DEFINITIONUnder general direction, performs highly responsible and professional work developing, directing and implementing Electric Utility customer programs including the public benefit program, key account management, customer energy efficiency and other quality programs and services, including but not limited to demand side management, low-income rate assistance, and fuel-switching/electrification. Performs related work as required. DISTINGUISHING CHARACTERISTICSThis is a journey level position responsible for customer programs planning and implementation and management of major customer accounts. Includes a high level of independent program responsibility and accountability. The employee must be fully knowledgeable of the operating, procedures and policies of the Electric Utility Department. SUPERVISION EXERCISED AND RECEIVEDReceives general direction from the Assistant Electric Utility Director and may exercise direct and indirect supervision over lower level supervisory, professional, technical, and/or clerical personnel.
EXAMPLE OF DUTIES
Duties may include, but are not limited to the following: Coordinates and participates in activities that provide individualized, responsive, high quality, customized service to all customers; Establishes and maintains positive relationships with business and government customers to meet customer satisfaction goals; proactively assesses account needs through consistent direct customer contact in-person, and via telephone and e-mail;Analyzes customer operations, energy usage and billing history to identify trends and advise customers on services, solutions and programs;Serves as project or program lead for new and evolving customer programs in the electric utility industry; participates in the identification, development and implementation of customer programs including but not limited to energy efficiency, low-income rate assistance, demand side management, and fuel switching/electrification; Maintains and monitors contract and program budgets and participates in the preparation of the customer programs budget; Administers contracts and agreements; prepares requests for proposals, participates in the preparation of vendor contracts, negotiates contracts and acts as lead contract administrator for planned program objectives; Prepares a variety of narrative and periodic reports to keep management informed of program/project status; Develops qualitative and quantitative measures to evaluate program/project financial status, customer satisfaction, contractor performance and public relations, and recommends modifications to increase effectiveness; Conducts research and performs analyses to make recommendations to management related to program design; Implements programs which may include such functions as scheduling, managing, and coordinating with other staff and Departments to ensure program success; Maintains current knowledge of external electric utility customer program trends and legislation to ensure necessary compliance;
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Participates with subject matter experts to provide electrical service options and reports to potential and current business customers defining applicable electrical connection costs, rates, and other program incentives; Coordinates and participates in special evening and weekend activities, such as training classes, public events and customer promotional events; Prepares and presents information to the City Council as well as community organizations; Coordinates with other personnel as well as third party contractors and participates in customer programs for residential, commercial, and industrial customers; Develops and coordinates program and service information for distribution to the public, such as newsletters, news releases and brochures including but not limited to using social media and the City website; Identifies and responds to customer concerns; works with the Community Development Department and Economic Development Department to gather information on existing customer expansions as well as new businesses to help identify potential impacts to the electric utility;Represents the City in meetings with representatives of governmental agencies, businesses, professional and community agencies and the public; Attends and represents the City at various meetings with external organizations as necessary to follow electric utility business planning marketing activities and participates on external agency task forces and working groups; Monitors and maintains current knowledge of developments related to Electric Utility customer programs; evaluates their impact upon City operations and recommends and implements policy and procedural improvements;Performs other duties related to the operation of the department and the City including additional duties that enable the department and City to meet the diverse needs of its community.
Join a team of collaborative, dedicated employees who have been providing safe, reliable, affordable energy to the community of Lodi, CA, since 1910. The Key Accounts and Customer Programs Specialist reports directly to the Assistant Director and focuses on building strong relationships with some of the utility’s largest energy consumers. The successful candidate will act as a primary point of contact, representing the utility at community events and ensuring key account needs are met through the development and implementation of a number of programs.Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job.DEFINITIONUnder general direction, performs highly responsible and professional work developing, directing and implementing Electric Utility customer programs including the public benefit program, key account management, customer energy efficiency and other quality programs and services, including but not limited to demand side management, low-income rate assistance, and fuel-switching/electrification. Performs related work as required. DISTINGUISHING CHARACTERISTICSThis is a journey level position responsible for customer programs planning and implementation and management of major customer accounts. Includes a high level of independent program responsibility and accountability. The employee must be fully knowledgeable of the operating, procedures and policies of the Electric Utility Department. SUPERVISION EXERCISED AND RECEIVEDReceives general direction from the Assistant Electric Utility Director and may exercise direct and indirect supervision over lower level supervisory, professional, technical, and/or clerical personnel.
EXAMPLE OF DUTIES
Duties may include, but are not limited to the following: Coordinates and participates in activities that provide individualized, responsive, high quality, customized service to all customers; Establishes and maintains positive relationships with business and government customers to meet customer satisfaction goals; proactively assesses account needs through consistent direct customer contact in-person, and via telephone and e-mail;Analyzes customer operations, energy usage and billing history to identify trends and advise customers on services, solutions and programs;Serves as project or program lead for new and evolving customer programs in the electric utility industry; participates in the identification, development and implementation of customer programs including but not limited to energy efficiency, low-income rate assistance, demand side management, and fuel switching/electrification; Maintains and monitors contract and program budgets and participates in the preparation of the customer programs budget; Administers contracts and agreements; prepares requests for proposals, participates in the preparation of vendor contracts, negotiates contracts and acts as lead contract administrator for planned program objectives; Prepares a variety of narrative and periodic reports to keep management informed of program/project status; Develops qualitative and quantitative measures to evaluate program/project financial status, customer satisfaction, contractor performance and public relations, and recommends modifications to increase effectiveness; Conducts research and performs analyses to make recommendations to management related to program design; Implements programs which may include such functions as scheduling, managing, and coordinating with other staff and Departments to ensure program success; Maintains current knowledge of external electric utility customer program trends and legislation to ensure necessary compliance;
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Participates with subject matter experts to provide electrical service options and reports to potential and current business customers defining applicable electrical connection costs, rates, and other program incentives; Coordinates and participates in special evening and weekend activities, such as training classes, public events and customer promotional events; Prepares and presents information to the City Council as well as community organizations; Coordinates with other personnel as well as third party contractors and participates in customer programs for residential, commercial, and industrial customers; Develops and coordinates program and service information for distribution to the public, such as newsletters, news releases and brochures including but not limited to using social media and the City website; Identifies and responds to customer concerns; works with the Community Development Department and Economic Development Department to gather information on existing customer expansions as well as new businesses to help identify potential impacts to the electric utility;Represents the City in meetings with representatives of governmental agencies, businesses, professional and community agencies and the public; Attends and represents the City at various meetings with external organizations as necessary to follow electric utility business planning marketing activities and participates on external agency task forces and working groups; Monitors and maintains current knowledge of developments related to Electric Utility customer programs; evaluates their impact upon City operations and recommends and implements policy and procedural improvements;Performs other duties related to the operation of the department and the City including additional duties that enable the department and City to meet the diverse needs of its community.
