Manager, Customer Care

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.

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.

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 and additional non-discretionary employer contribution, affordable individual and family health insurance plans, tuition assistance, life insurance, long-term disability insurance and much more.

Hear from some of our employees, here and here.

Position Description

Manager of Customer Care is responsible for various aspects of the 24/7 operations of a centralized 24-hour customer care center including call/contact handling, credit & collections, billing, payment, special plans (vulnerable customer advocacy), WFM, digital solutions, and programs. The collection of departments they lead are defined as their business area. How the business areas are assigned are determined by experience, skill, and interest of the employee balanced by the needs of the business. The assigned business areas may rotate depending upon the needs of the business. The Managers provide oversight and direction for all customer care, initiatives and programs. They are responsible for the overall strategy of customer care and assessment of the overall performance and strategy for all operations. They assess internal processes & drive process improvement initiatives designed to optimize performance and improve overall customer satisfaction, promoting courteous, effective and efficient customer service.

The Managers foster a team environment that thrives through living their mission and demonstrating the UNS values. By relying on strong leadership principles and business acumen, they do the right thing. Cross company collaboration and a willingness to assist by sharing knowledge and resources creates a team that actively participates in achieving operational excellence across the company. Continuous learning is modeled and encouraged. The Managers successfully motivate team members to provide extra value with each initiative. Active engagement is achieved through showing respect and listening to all employees, creating a safe place to share opinions, and demonstrating that our differences make us stronger. They model and foster a Culture of Excellence that includes accountability, teamwork, and a results orientation.

Position-Related Responsibilities

• Provides strong leadership, management and coordination within the department & external to the department
• Directs, coaches and mentors assigned unclassified staff and manages non-exempt, union staff through assigned subordinates
• Responsible for quality assurance, performance, and training of employees
• Manages the department within approved budgets and makes recommendations to reduce operational costs and/or increase revenue providing value to the company and its customers
• Responsible for customer KPI and dashboards within their respective business areas
• Work with IT and other departments to implement efficient systems and new technologies to enhance customer experience, implement efficiencies and improve recovery of revenue
• Owner of the customer digital roadmap and IT product ownership for Customer technologies, as appropriate
• Develops long and short-range plans to support the corporate vision, customer experience mission, and strategies of the company and department
• Participates in identifying & recommending technology required to provide excellent customer experience
• Maintains and participates in contract development, amendments, negotiations and SOW's to ensure appropriate processes implemented are followed for contract adherence and compliance with vendors, government agencies and advocate organizations within company policies and procedures
• Ensures policies, procedures, and processes are physically documented and accurate.
• Takes active, participative role in multi-business unit projects to ensure departmental and customer needs are addressed
• Assists in drafting rate case and other legal testimony for projects, programs, and services
• Responsible for department's SOX controls, audit processes and financial controls for Customer Care business teams and defines and designs controls, ensures documentation is in place to meet internal and external auditing requirements
• Responsible for the overall strategy of their business area for the company
• Responsible for metrics, strategies and processes to ensure timely & accurate processes and general success of their business area
• Provides analysis of their business areas' trends and recommends and implements appropriate strategies to improve processes, increase customer satisfaction and enact operational efficiencies.
• Establishes and maintains relationships with outside partners and vendors ensuring knowledge of best practices that improve customer satisfaction
• Serves as the subject matter expert for business area, including policies, education, best practices, streamlining processes, and programs and services available for customer segment
• Serves on non-profit boards and committees designed to assist UNS customers
• Models a good corporate citizenship and work ethics.
• This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures

Leadership Responsibilities

• Able to influence others, including winning support, negotiating win-win situations, and managing internal and external business relationships
• Able to present a clear and documented business case
• Able to clearly articulate ideas, objectives and vision to team members and leadership at all levels
• Develops a positive rapport and works hand-in-hand with the other members of the Customer Care Leadership team
• Encourages others to submit ideas, questions and/or concerns and respond in a respectful and thoughtful manner
• Coaches and develops others

Management Responsibilities

• Comply with and administer the terms and conditions of the Collective Bargaining Agreement
• Assume fiduciary responsibility for operating the business and provide recommendations on cost improvement measures
• Analyzes and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements
• Teams with the call center management team to provide a yearly strategy review and provides recommendations for short and long-term strategies to the Director

Knowledge, skills and abilities

Minimum Qualifications:

• Seven (7) years of relevant experience with exhibited technical competence, or equivalent combination of education and experience
• A bachelor's degree in business or related discipline
• Ability to convey credibility, confidence and sense of authority
• Demonstrated ability to lead projects and people
• Conveys messages simply, concisely and at right pace and tone for audience. Demonstrable written communication skills.
• Strong business acumen.
• Excellent analytical skills; ability to use spreadsheets, and database software.
• Excellent interpersonal, organizational, critical thinking and time management skills
• Ability to balance daily "tactical" needs along with "strategic" long term continuous improvement efforts

Preferred Qualifications:

• A master's degree in business or related discipline or equivalent experience
• Five years of experience managing customer service Call Center, Credit & Collections and/or Remittance processing in an electric or gas utility
• A comprehensive knowledge of TEP, UNS Gas, and UNS Electric Arizona Corporation Commission Rules & Regulations, departmental policies & procedures.
• Understanding of the state and federal regulations the effect Customer Care such as the Fair & Accurate Credit Transaction Act, Payment Card Industry (PCI), Telephone Consumer Protection Act (TCPA), etc.
• Five years of experience managing a classified workforce.
  

Pay Rate: Salary determined based on candidates experience and qualifications.

All job offers are contingent on successful completion of a pre-employment drug screen and background check.

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