Vice President Of Customer Service

VICE PRESIDENT OF CUSTOMER SERVICE

We are seeking a highly experienced strategic business partner and an innovative customer focused Vice President of Customer Service to join our Kissimmee Utility Authority (KUA) team!

Located in Central Florida, KUA owns and operates the municipal electric system established by the City of Kissimmee in 1901. The region, which is one of the fastest growing in the country, is home to many tourist attractions, natural parks/waterways, educational opportunities and a growing high-tech industry. KUA’s 289 employees proudly serve approximately 93,000 customers in Kissimmee and portions of Osceola County. Our 710-megawatt producing power plant, jointly owned with our wholesale provider, is located in Intercession City just 12 miles from the James C. Welsh Administrative Building. In 2023, KUA was named one of the Top Workplaces in Central Florida by the Orlando Sentinel.

KUA’s Mission Statement:To provide reliable and economical services to our customers while partnering with the community and the environment.

KUA’s Vision Statement:To be the right utility, providing the right services, at the right time.

The Vice President of Customer Service serves as a member of the executive team and reports directly to the President and General Manger. Currently this position supervises six direct reports. They include; Manager of Support Services, Manager of Customer Service, Billing & Collections, Manager of Customer Service, Call Center and Cash Management, Senior Account Manager, Account Manager and Assistant to Vice President.

GENERAL DEFINITION OF WORK

Executive management level position reporting directly to the President & General Manager. The incumbent provides strategic and operational direction for all Customer Service functions. Responsible for maintaining good overall image and positive relationship with all of KUA's customers. Performs complex technical and difficult work, overseeing the work of employees responsible for billing, credit & collections, metering, field services, power diversion, energy conservation, Automated Metering Infrastructure (AMI) analytics, key account management, and Customer Service. Oversees emerging technology efforts including new product and services to meet customer needs. Provides counsel and recommendations to the CEO extensively on all aspects of the Customer Service Department including the development and support for strategic initiatives while maintaining focus on KUA’s vision and mission. Provides recommendations for tariff, policy and operational changes including presentations to the Board of Directors. Supervision is exercised over subordinate personnel.

TYPICAL TASK

Plans, organizes and directs employees in the utility Customer Service functions. Oversees the accuracy of metering, initiation and disconnection of service, the creation and collection of utility bills, disposition of the utility bad debt, deposit policy, face to face service including key account management, the virtual call center, energy conservation, AMI data analysis, revenue protection and power diversion along with all related activities. Ensures a high quality of Customer Service, programs, and field activities. Leads emerging technology efforts including the research, evaluation and implementation of new product and service lines of business. Participates in the development of the short and long term strategic goals and the associated operational plans. Ensures and maintains a high performing workforce directing the evaluation of employees for hiring, promotion and disciplinary actions. Develops and implements employee development and training programs. Initiates, recommends and implements changes to the Customer Information System and necessary policy and procedure changes. Represents KUA to and in community groups and organizations. Responsible for marketing KUA by managing and participating in the key accounts program, through advertisement, along with mail and media material to enhance customer relations. Prepares department's annual budget and long-range plan. Performs related tasks and analyses and develops management reports on such as required. Develops and maintains positive working relationships with fellow co-workers, customers, the community, and business affiliates. Prepares and delivers presentations to the KUA board of directors, external agencies, and civic groups as directed. Responds under emergency conditions. May act in the absence of the President & General Manager. Performs other related work as required.

KNOWLEDGE, SKILLS AND ABILITIES

Comprehensive knowledge and demonstrated experience in all facets of utility Customer Service including utility billing and collections, metering, field services, energy conservation programs, key account management, along with Customer Service principles and practices. Comprehensive knowledge of employee management and motivation for office, virtual and field environments. Ability to communicate clearly and concisely to achieve desired results from employees and programs. Knowledge of computerized billing procedures. Thorough knowledge of the basic operating procedures of a utility business office. General knowledge of Microsoft Office software applications. Demonstrated ability to plan, organize, layout, supervise and review the work of subordinate personnel. Ability to express ideas clearly, both orally and in written form. Ability to deal with the general public tactfully. Ability to establish effective working relationships with fellow employees, governmental officials and the general public.

EDUCATION AND EXPERIENCE

Bachelor’s degree from an accredited college or university with major course work in business administration, communications, or related field and extensive progressively responsible experience in utility billing and Customer Service required. Master’s degree in business or related field preferred. Substantial supervisory and/or management experience required. Florida driver’s license required.

BENEFITS:

KUA provides a very competitive total rewards package which includes:

• Hybrid work schedule
• Multiple health plans to choose from –100% employer paid options for employee coverage and $400 monthly towards dependent coverage.
• Multiple dental plans to choose from - 100% employer paid for employee
• Vision and life insurance paid 100% employer paid for employee
• Paid vacation and sick time allowing for rolling over of accrued time annually
• Paid parental leave
• Paid bereavement leave
• Free on-site fitness center
• 11 paid holidays
• Retirement:
• Three tired pension plan to choose from. An employee is partially vested after 5 years of service and fully vested after 10 years of service. The normal retirement age is 62 and early retirement age is 55.
• Deferred Compensation (457)
• Educational Assistance – KUA may reimburse up to one hundred percent 100% of the approved educational institution and costs.
• Longevity Pay – After completion of five (5) years of service, the employee will receive a pay of two percent (2%) of his/her annual wage, during the month of December. This pay will increase accordingly: 10 years – 3%, 15 years – 4%, 20+ years – 5%

Job Type: Full-time

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Kissimmee, FL 34741