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VP, Customer Service
Location : Louisiana, Jefferson
Refer job # JBPT338633

Job Responsibilities and Requirements: JOB DUTIES/RESPONSIBILITIES Safely deliver reliable electric service at the optimal cost. Workplace safety is a primary goal with the overarching objectives of achieving zero accidents and near misses for employees, contractors, and members of the public. Safety leader and champion for the Customer Service organization within the OpCo. Establish, maintain, and develop a high performance organization focused on delivering service in a manner that improves customer satisfaction. This includes building effective relationships with key stakeholders, and operating the utility system in a manner that improves reliability metrics and customer satisfaction survey scores. Deliver best in class storm response and preparedness through planning, training, drills, and execution when events occur, assuming ownership and accountability for outcomes within the OpCo and by providing assistance to peers in other OpCos when required. Support regulatory, legal, and governmental actions that deliver value to the owners of the business. Prepare and/or coordinate the preparation of function specific testimony as required for civil and regulatory actions, serving as a Company expert and/or witness when required. Manage spending within approved targets for capital and O&M. Organize for the preparation of accurate spending forecasts in near and longer term budget periods supporting the Corporation management of funds and projections of results. Establish flexibility and contingencies which support responding to changing spending priorities. Build and maintain professional relationships with key stakeholders within and external to the Company including OpCo President/CEOs, members of the ULC and the OCE, local and state elected or appointed officials including regulators, major customers, emergency management personnel (State and Federal), and peers from other utilities within the jurisdiction as well as those participating in mutual assistance agreements. Represent the Company at public events as required, and engage with various media members and outlets as directed in conjunction with Corporate Communications. Key measures of success include: achieve Target Zero safety incidents as measured by accident incidence rates, drive continuous improvement in reliability as measured by the Osco SAIFI and SAIDI, drive actions at the OpCo & system level to achieve strategic customer satisfaction goals as measured by CSat Metric (tbd), Commit Dates (% met), & Customer Complaints (# and speed to resolve), support revenue growth & customer service through effective, timely engineering and construction of facilities to meet customer needs, and manage OpCo spending within approved targets for Capital and O&M. Identify and drive improvements to efficiency, reliability and customer satisfaction. Act as a change agent to drive toward the integrated electric grid of the future by working to identify customer needs and effectively implement customer solutions. MINIMUM REQUIREMENTS Minimum education required of the position Bachelor's degree in a related engineering discipline, accounting, finance, management, or economics or equivalent work experience. An MBA is strongly preferred. Minimum experience required of the position 10+ years of relevant experience in Customer Service and Electric Utility Operations Minimum knowledge, skills, and abilities required of the position Knowledge of rates, regulatory requirements, T&D systems, and commercial and industrial processes. Strong analytical and problem solving skills. Strong interpersonal and communication skills are essential. Knowledge/Experience in Customer Service and operations. Any certificates, licenses, etc., required for the position None.



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