Job Summary (Overall Purpose of the Position)
The Vice President, Customer Service, provides leadership to the accountability areas listed below for strategic and business planning, resource management, employee engagement, and customer satisfaction. This position oversees the customer service department and aligns the department’s vision and outcomes for the long-term success of Midwest Energy. In addition, the Vice President, Customer Service, is a member of the Executive Staff. This position interfaces with other Staff members to ensure effective inter-departmental initiatives and working relationships.
Accountability Areas:
- Customer service
- Energy services: including energy efficiency, energy technology(behind meter solar, and electric vehicles) and demand side management
- Market research and forecasting (including market research, sales and demand forecasting, load research, etc.)
- Retail rates and assigned State Regulatory Activities
- Economic and community development
- Key accounts
Education and Experience
- Bachelor’s degree in engineering, communications, marketing, business administration or a related field is required.
- Seven to ten years of progressively responsible experience in the utility industry or a related industry. Relevant areas of experience include customer service, marketing, regulatory compliance, strategic and business planning, energy efficiency, demand side management, and economic/community development.
- Demonstrated knowledge of utility regulation and operations, marketing concepts, and planning/budgeting processes.
- Previous experience in supervision of personnel or other applicable management experience.
- Demonstrated ability to plan and direct the activities of a department, including developing and executing business plans and strategic plans.
Key Competencies
- Demonstrated skills in effectively dealing with people and getting results, including leadership and supervisory skills.
- Knowledge and proficiency is the essentials of budgeting, financing, and cost management.
- Ability to build effective working relationships cross-functionally to make recommendations, expedite workflow, and enhanced customer service.
- Represent Midwest Energy in the customer and general public arena to provide information about Midwest's activities and programs; to solicit comments, ideas and information; to settle complaints; and to promote understanding of the company's position.
- The VP Customer Service, in conjunction with the Director of Corporate Communications and Governmental Relations, acts as a liaison with public officials and other utilities to exchange information, to provide advice and assistance, and to promote a positive corporate image.
- Demonstrated proficiency in verbal and written communication to correspond with customers, community members, cross-functional teams, co-workers, and managers.
- Demonstrated proficiency in motivating, training, developing, and evaluating subordinates to achieve maximum productivity and work performance.
- Demonstrated analytical skills and intermediate-level proficiency in the Microsoft Office Suite.
- Must hold and maintain a valid Kansas Driver’s License.
Full Job Description: Email recruitment@mwenergy.com to request a copy of the full job description.
Posting Close Date: Sept 10th
