Description
Summary
At Spire, we're looking for a talented and dedicated Manager of Community and Agency Services, to work in our St. Louis, Missouri office. The position is responsible for serving as a liaison between Spire and the many charitable, state, and social service agencies with which we interact. Communicates with the Missouri Public Service Commission (MPSC), Alabama Public Service Commission (APSC), Better Business Bureau (BBB), political officials, etc. and expedites the resolution of various issues. Acts as the Business owner of the Agency website and provides training and guidance to agencies.
Duties and Responsibilities
- Responsible for managing, monitoring and reporting the department's overall budget including overseeing $14m+ in annual federal funds for Energy Assistance and LIHEAP program funding for Spire.
- Manages department operations, including the investigation and resolution of complaints filed with the Missouri Public Service Commission (MPSC), Alabama Public Service Commission (APSC), the Better Business Bureau, Attorney General, etc.
- Oversees the investigation and resolution of inquiries and complaints made to Spire executives as well as complaints reported through social media channels.
- Acts as a primary contact with the MPSC and APSC. Testifies as an expert witness in formal complaint hearings. Works with Customer Experience, Legal, and Regulatory leadership to ensure regulatory adherence in all Customer Experience business processes.
- Acts as Customer Experience expert and leader for rate case filings, data requests, formal complaints and hearings. Leads cross-functional teams, special projects and ensures regulatory compliance in department processes.
- Promotes low-income programs and lobbies at LIHEAP action day. Participates as committee member for NEUAC and SGA conferences. Serves on boards and committees that assist low-income customers with energy assistance. Collaborates with leaders of other local utilities to share best practices.
- Conducts meetings, annual luncheons and special Company events to promote open communication and dialogue with community agencies. Hosts community events and represents Spire in support of customer assistance agencies and organizations.
- Develops programs to promote customer awareness of low-income funding options. Partners with Corporate Communications to implement and report progress to Spire leadership and identifies and incorporates methods for continuous improvement.
- Collaborates with Corporate Communications, Regulatory, Business Development and other leadership on the Fresh Perspectives Customer Engagement team to develop rates, new programs and messaging, improve customer retention, and refine current programs, based on research insights and customer feedback.
- Drives initiatives to discover and share new insights into program efficacy through partnerships with Data Analytics and others throughout the organization
- Serves as a primary community liaison and subject matter expert for Customer Engagement Research conducted through Corporate Communications
- Works in conjunction with the United Way and Corporate Communications to manage Spire's Dollar Help program, including oversight of vendor payments, disbursements, and maintaining weekly and monthly records.
- Collaborates with Missouri and Alabama training teams and develops new hire and refresher training related to low-income programs, cold weather rule and other tariff-required processes.
- Coordinates with ITS and acts as Business owner of the Agency website in providing requirements and assisting with testing of desired application changes.
- Provides leadership, direction and guidance to employees to assist in their professional development and personal growth.
- Other duties as assigned.
Essential Characteristics and Competencies
Supervisory Responsibilities
Required Education (certifications, licenses)
- Bachelor's Degree in a business-related or communications field required
Required knowledge, skill and abilities
- 5- 7 years of customer service or community outreach experience is required
- 3+ years of experience supervising or leading people or projects is requiredv
- Ability to demonstrate the essential behaviors
- Ability to lead by example in support of the company's essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual's unique skills and perspectives
- Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions and seek input from others
- Ability to make difficult decisions and communicate those decisions to others
- Ability to set challenging and productive goals for the team and holds others accountable for actions
- Ability to use means available to measure results and provide feedback
- Ability to provide and communicate clear performance objectives
- Ability to define roles/responsibilities, motivate and set strategy
- Ability to understand and use technology
Physical demands, environment and schedule
- Work is normally performed in a shared office environment
- Typically, 8 hours a day, Monday through Friday. Occasional after-hours work may be required.
- Up to 25% travel to other Company locations
Contact
Spire Inc.
Canada
www.spireenergy.com/
From the same organization
3 Jul, 2024
3 Jul, 2024
3 Jul, 2024
