About Us
UNS Energy Corporation, headquartered in Tucson, Arizona, is a subsidiary of Fortis Inc., the largest investor-owned electric and gas distribution utility in Canada. Our public utility subsidiaries, Tucson Electric Power Company, UNS Electric, Inc. and UNS Gas, Inc., power our economy by providing electric and gas service to nearly 700,000 customers in Arizona.
We embrace a spirit of giving, dedicated to improving quality of life in the communities we have served for generations, and in TEP’s case, since the 1890s. We’re building a cleaner, greener grid, with more wind and solar power than ever before, while maintaining safe, reliable, and affordable service.
Your Employer of Choice
Our culture is rooted in shared core values that define how we work and who we are. Our team of innovative professionals bring their authentic selves to work each day to power our vision and make a difference. Be Part of Our Story.
We create opportunities for employees to thrive through:
Continual growth: In an industry changing faster than ever before, our commitment to professional growth and leadership development means we never stop challenging ourselves to explore new possibilities.
Active Engagement: We support a collaborative environment, with peer-to-peer learning and employee-driven groups that foster an inclusive culture.
Total compensation: UNS Energy Corporation also offers a competitive compensation and benefits package that includes a 401k plan with a generous company match, a company-sponsored pension plan, affordable individual and family health insurance plans, tuition assistance, life insurance, long-term disability insurance and much more.
Job Description - Supervisor, Customer Care
Position Description
Responsible for planning, organizing, and directing the overall operation of Customer Service, including Call Center, Credit, Collections, Remittance processing & exceptions, Distribution Systems Dispatch and Internet Support in accordance with policies, procedures, guidelines and regulations governing the utility industry. Providing quality and efficient customer service to customers through the daily supervision of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving.
Position-Related Responsibilities
Supervises, coordinates, provides leadership to, and facilitates the activities of assigned work group, including prioritizing, workflow allocation, quality control, staff scheduling, performance reviews and employee relations.
Addresses disciplinary and/or performance issues, in conjunction with LR/HR, according to company policy, and communicates effectively with employees regarding corrective action.
Provides feedback to employees during progress reviews; provides direction to employees and resolves questions & customer disputes; monitors workflow allocation to minimize overtime, backlog and customer complaints.
Reviews processes to maximize efficiencies. Recommends and implements methods and procedures to improve efficiency and service to both internal and external customers.
Provides input and administers work group budget to ensure cost-effective use of resources.
Coordinates and interfaces with internal TEP and Unisource groups to ensure efficient customer support and satisfaction.
Coordinates and interfaces with field personnel throughout the state for maximum efficiency and work order coordination.
Identifies viable alternative solutions to resolve customer requests and/or complaints and initiates solutions to eliminate customer disputes.
Manages multiple sources of incoming remittance streams of customer payment activity, payment processing, electronic payment methods and payment application processing.
Supervises distribution systems dispatch personnel (24/7) in support of Distribution System Control & Operations.
Supervises collection activities, debt recovery and energy diversion. Establishes credit policies in accordance with ACC Rules & Regulations, AAC and Arizona state laws.
This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures.
Management Responsibilities
Ensure that the Company’s management principles, policies and programs are consistently practiced and continually support the Affirmative Action Plan.
Assume fiduciary responsibility for operating the business and provide recommendations on cost improvement measures.
Ensure that the Performance Management program is administered uniformly and effectively.
Comply with and administer the terms and conditions of the Collective Bargaining Agreement when applicable.
Administers personnel functions, including recruiting, review and approval of job descriptions and salary classifications, and selection and placement of personnel. Participates in hiring, termination, promoting, assignment and direction of staff. Ensure compliance with all applicable local, state and federal laws, regulations and standards, company policies, practices and ethical obligations to investigate, evaluate and recommend appropriate resolution to employee complaints.
Promotes and participates in the professional development, personal growth and career planning of staff. Motivate, recognize and reward, coach, counsel, train; provide feedback to employees during performance reviews. Participates in Leadership Development programs.
Addresses disciplinary and/or performance issues, according to company policy, and communicates effectively with employees regarding corrective action. Has input into the adjustment of grievances and administration of discipline.
Plans day-to-day operations, estimates personnel needs and schedules and assigns work. Evaluate the structure and team plan for continual improvement of the efficiency and effectiveness of the group.
Knowledge, Skills & Abilities
(Equivalent combination of education and experience will be considered.)
High school diploma or GED.
A bachelor’s degree in related field or discipline or equivalent work experience.
Demonstrated ability to communicate effectively with diverse groups across functional lines. Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy.
Broad-based business knowledge including a thorough knowledge of electric and gas customer service, call center operations, revenue protection & recovery and payment processing.
Proficient in the use of personal computer applications, including but not limited to, Microsoft Excel, Word, PowerPoint, and Outlook, STORMS, and Work Management Systems.
Possesses an in depth knowledge of TEP and Unisource Rules & Regulations and Companywide policies and procedures, including DOT safety requirements.
Supervisor I:
Assigns work to personnel, evaluates work performance, ensures compliance with DOT regulations, and oversees daily work distribution and customer service expectations.
One to three years of relevant experience, preferably including experience in the Customer Service functions for a utility. Prior leadership experience preferred.
Supervisor II:
Oversees and assures that all activities are performed in a manner which optimizes costs and efficiencies for the organization.
Analyzes & oversees department training requirements.
Analyzes collections trends and recommends integrated solutions to maximize bad debt recovery.
Administrator of collection agency and third party collection contracts.
Implements strategic plans set forth by Director.
Develops, recommends & implements department service standards, policies & procedures.
Three to five years of relevant experience, preferably including experience in the Customer Services function for a utility.
Prior leadership and/or supervisory experience required.
Pay Rate: Competitive pay based on qualifications and experience
All job offers are contingent on successful completion of a pre-employment drug screen and background check.
Job Details
Energy & Utilities
Full Time
1
Related Skills:
While all employers are vetted to meet the Maricopa Guidelines, the job postings are not individually reviewed. Students should be diligent in ensuring they are applying for positions that meet their needs and are not in violation of the Maricopa guidelines.