Area Retail Operations Mgr

Profile

:,ActualValueFromSolar:null},{QuestionName:Job Description,AnswerValue:Integrates knowledge of many front and back office processes, systems/software to ensure a positive customer experience and effective operation and reporting of customer transactions, cash management, reporting and auditing, billing inquiries, field services, and distributions operationsLeads department teams of safety, customer service, cash management, training coordination, etc. Coordinates and/or assists with projects such of franchise management, street light audits, business office strategy, process improvement, employee recognition, etc.Coordinates business processes with related departments (i.e. Retail, Corporate Communications, Information Technology, Distribution Operations, Legal, Rates and Regulatory, Energy Efficiency, business partners, etc.) to ensure effective operations and customer serviceAccountable for ensuring staff maintains a thorough knowledge of and adheres to company and business office policies/ procedures (including ensuring OQ Gas certification of all staff) and company services to ensure annual compliance and the advancement of the customer experienceEnsures staff adherence to cash management/handling policies and reconciliation of daily cash deposits including review of cash management policies semi-annually and periodic updatesEstablishes and monitors achievement of respective metrics and implementation of process improvements. Ensures weekly, monthly and yearly performance targets are met or exceeded and develops appropriate action plans when targets are not met to meet the needs of customers and stakeholders. Reviews customer survey results to identify areas of improvement to enhance the customer experience Responsible for maintaining a high customer satisfaction rate by directing, guiding, and assisting employee/contractors in maintaining excellent customer relations through timely and accurate responsesCoordinates with AROMs and other departments to analyze and resolve customer problems, inquiries, and complaints. Mentors Lead, Senior CRs and Energy Advisors on resolution of customer concerns Prepares annual budget and manages operations by collecting and compiling information necessary to prepare budget, review expenditures, setting specific budget targets, identifying and reducing targets to the appropriate levels, and taking corrective actions to meet budget guidelinesPrepares monthly budget variance reports and provides recommendations to upper management for budget reallocations throughout the year; Assists manager in the quarterly budget forecastAssists with the negotiation of local utility service contracts (i.e. Franchise Fee) with government officials in service territory Responsible for facilities management including contribution to the RFP process, contract review, and supervision of contracted facilities staff to ensure adequate adherence to scope of work and attendance of contracted facilities staffRepresents company in local political/community organizations by engaging elected officials and community leaders in meetings on various topics related to the utility business (i.e. impact of rate changes, credit and collections, billing, franchise agreements, new/proposed projects, etc.)Coordinates, organizes and heads efforts to represent the company in the community. Plans programs that promote good will and fosters relationships with community leaders. Supervises the charitable contributions for the area, including screening request for financial support and distribution of fundsResponsible for personnel decisions regarding staffing, compensation, promotions, discipline and termination of employees in accordance with company policies Works with approved vendor to ensure that adequate qualified contractor resources are available to effectively execute daily operations and provides feedback to vendor regarding performance. Oversees and monitors contractors in the areas of safety, productivity, quality and attendanceEvaluates employee performance (Performance Excellence Process) and development (Individual Development Plans) for the purposes of promotion, salary recommendations, and administer disciplinary actions consistent with company and departmental policiesMaximizes career potential of employees by establishing a personal development program and identifying specific training and development activities for current and future assignmentsDevelops and administers departmental policies and procedures consistent with government regulations and associated company policies. Plays a significant role in work force planning and department strategy Serves as a company liaison during storm restoration events as directedAll other duties and projects/responsibilities as assigned by Manager,VerityZone:jobdescription,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Requisition ID,AnswerValue:7063BR,VerityZone:autoreq,QuestionType:text,ActualValueFromSolar:null},{QuestionName:State,AnswerValue:Kentucky ,VerityZone:formtext31,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:Physical Effort,AnswerValue:Standing, walking and driving.,VerityZone:formtext53,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Preferred Qualifications,AnswerValue:Supervisory/management experience in retail/customer service within the utility industry is preferred; Demonstrated ability to use formal education and experience in practical application to work assignments in the utility environment through effective communication both written and verbal, knowledge and aptitude to analyze information to determine customer/employee needs, encourage and motivate employees in multiple locations to meet customers’ needs in a courteous and professional manner consistent with state regulations, company policy and expectations. Demonstrates a high level of confidence, dedication, integrity, respect and is self-driven. Provides and seeks innovation, resourcefulness and is a visionary who can implement solutions to problems. Demonstrated proficiency in advanced level use of MS Office and experience with database systems. Extensive knowledge of electric/gas utility regulatory requirements is highly desired. Strong community involvement in areas served is a plus.,VerityZone:formtext55,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Work Conditions,AnswerValue:Ability and willingness to travel frequently throughout assigned area and travel periodically throughout the LG\u0026amp;E/KU service territory with periodic overnight stays.,VerityZone:formtext52,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Required Education \u0026 Experience,AnswerValue:Bachelor’s Degree, Business Administration or related field, with a minimum of five (5) years supervisory/management experience in a retail/customer service environment, or an equivalent combination of experience and education on a year for year basis. Demonstrated strong customer service skills and ability to effectively troubleshoot/resolve complicated customer service issues with proven experience to manage escalated customer complaints. Must be able to work under tight deadlines efficiently and with high quality while maintaining a positive attitude and strong work ethic. Must be resourceful, industrious, willing to take on new tasks and proactively learn new technologies to keep up with business needs. Proven ability to lead by example and foster mentoring relationships with demonstrated leadership, management and motivational skills. Experience in understanding complicated company and regulatory policies and procedures (e.g. billing, collections, rates, contracts, and safety programs). Must possess a positive attitude and flexibility to operate in a fast-paced environment to be effective in this role. Must be able to attend meetings and respond to issues during evenings and/or weekends as needed. Must possess exemplary verbal, written, multi-tasking and presentation skills. Must possess exemplary analytical, interpretive, and organizational skills with strong attention to detail. Must possess a valid driver’s license.,VerityZone:formtext56,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Address,AnswerValue:One Quality Street,VerityZone:formtext41,QuestionType:text,ActualValueFromSolar:null},{QuestionName:City,AnswerValue:Lexington,VerityZone:formtext42,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Job Function,AnswerValue:Customer Service/Operations ,VerityZone:formtext18,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:Position Purpose,AnswerValue:The Area Retail Operations Manager (AROM) is responsible for providing front-line supervision of customer service representatives(CRs) in three to five office locations to ensure a positive customer experience, the management of accurate recording of daily cash receipts within the offices (i.e. $30 – 70 million in annual receipts) and oversight of positive customer experiences. The AROM establishes mutually beneficial dialogue with community and elected leaders to ensure the company builds strategic relationships with community leaders on issues of mutual importance, manages relationships with local elected officials by serving as the first line of contact to communicate new company programs, resolve constituent issues identified by local elected officials and develop effective plans to address identified problem areas within these relationships. This position is responsible for ensuring efficient, effective and quality customer service by working with many departments across the company (Retail, Corporate Communications, Asset Information, Legal, Accounting, Rates and Regulatory, Distribution Operations). The AROM promotes the company’s safety culture to provide a safe positive work environment for employees and champions ideas and alternatives to enhance the customer experience for business office customers.,VerityZone:formtext46,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:City,AnswerValue:Lexington,VerityZone:formtext59,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:External Title,AnswerValue:Area Retail Operations Mgr,VerityZone:formtext62,QuestionType:text,ActualValueFromSolar:null}],GQId:3891,isGQResponsive:true,isActive:true,isSocialReferralJobRestricted:false,localeId:1033,AutoOptionalReqId:7063BR,Title:Area Retail Operations Mgr,JobSiteId:5362,Link:https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=25946\u0026siteid=5362\u0026PageType=JobDetails\u0026jobid=648427,isEverGreen:false},JobDetailFieldsToDisplay:{Position1:null,JobTitle:formtext62,Position3:[formtext59,autoreq],Summary:formtext46,Section2Fields:[formtext41,formtext42,formtext31,formtext7,formtext18,formtext56,formtext55,jobdescription,formtext52,formtext53]},BrandingConfiguration:{\brandingSettings\: {\Responsive_AdvancedCSS\: \/** Columns */#N#@media only screen and (min-width: 768px) {#N# .mainInitialContainer .searchLCol {#N# width: 50%;#N# }#N# }#N# /** header */#N# .themed .pageHeader {#N# background: #fff;#N# display:block;#N# }#N# .themed .pageHeader img {#N# display:block;#N# }#N# @media only screen and (min-width: 768px) {#N# .pageHeader .primaryHeaderLogoWrapperLink {#N# float:left;#N# }#N# }#N# @media only screen and (max-width: 768px) {#N# .pageHeader .primaryHeaderLogoWrapperLink {#N# float:right;#N# padding-right: 20px;#N# }#N# }#N# #N# /** Nav Mobile button */#N# @media only screen and (max-width: 768px) {#N# .themed .pageHeader.bPhoneViewLinksVisible .threeLineIcon {#N# background:#272e35;#N# color: #fff;#N# }#N# .themed .threeLineIcon {#N# background:#fff;#N# color: #272e35;#N# border:1px solid #272e35;#N# padding: 0px !important;#N# line-height: 34px;#N# font-size: 19px;#N# align-items: center;#N# outline:0;#N# border-radius: 50px;#N# width: 36px;#N# text-align:center;#N# font-weight:bold;#N# margin-top: 7px;#N# margin-left: 10px;#N# }#N# .themed .threeLineIcon i.fa {#N# margin-right: -3px;#N# display:inline-block;#N# }#N# }#N# #N# /** Mobile Menu */#N# @media only screen and (max-width: 768px) {#N# #headerLinkContainer {#N# background: #272e35;#N# color: #fff;#N# margin:0px;#N# padding: 20px 0px; 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Company info

Lg & E Power
Website : http://www.lgeenergy.com