ABOUT THE MARQUETTE BOARD OF LIGHT & POWER

MANAGER OF METERING AND CUSTOMER SERVICE

FLSA STATUS:    Non-exempt; Managerial (non-union)

JOB SUMMARY:

This non-exempt, non-union position delivers exceptional customer service for MBLP electric customers. This key accounts management role involves building strong relationships with customer through site visits and phone calls. Continuously and proactively identifies opportunities to enhance customer satisfaction. Demonstrates customer focus by providing quality customer service through proactive and effective communication and planning.

Supervises Electric Utility Metering and Customer Service Staff.

ESSENTIAL FUNCTIONS:

1. Assigns tasks to metering and customer service personnel based on schedules, training, and other special instructions, ensuring optimal use of resources.
2. Oversees workload and monitors workflow and job completion within assigned time and budget requirements. Investigates variances.
3. Analyzes work methods for efficiency; including work assignment scheduling, material handling, equipment purchases, etc.
4. Oversees department safety protocols and procedures to enhance employee safety. Monitors compliance with state and federal regulations including MIOSHA and OSHA.
5. Administers company policies and procedures within the Metering & Customer Service departments. Defines customer experience workflows, including documenting and improving business processes.
6. Provides Project Management function for Metering and Customer Service Teams.
7. Manages the Customer Service Department activities, including customer service, collections, customer programs, energy optimization, and meter services. De-escalates customer complaints and proactively liaise with all departments to ensure each complaint is investigated correctly and all corrective action suitable;
8. Serves as the utility’s contact with customers participating in special programs, assessing energy consumption and promoting energy-saving initiatives.
9. Works closely with Accounting to ensure accurate billing. Investigates usage anomalies. Participates in periodic cost of service studies and rate cases.
10. Assures proper instruction/training is provided regarding new metering methods/technology.
11. Participates in joint monthly Distribution Department Safety meetings to hear/share near misses to improve safety awareness. Annually schedules MECA safety training pertaining specifically to Metering personnel, which includes arc flash, lock out tag out, storm bird dogging, and PPE.
12. Assists with the response to after- hours calls as needed and provides technical and other assistance as required during interruption of service or other situations requiring immediate response as needed.
13. Assures the timely and efficient installation, disconnection, testing, repair, and calibration of electric meters and ancillary equipment. Responds promptly to meter complaints by customers.
14. Manages all aspects of the utility’s Automated Metering Infrastructure (AMI) system.
15. Lead contact for the MBLP’s Customer Information System (CIS), Meter Data Management (MDM) and Automated Metering Reading (AMR) software platforms
16. Performs other job duties and special projects as assigned.

ORGANIZATIONAL RELATIONSHIPS:

1. Reports to: Director of Finance
2. Supervision: Supervises Metering & Customer Service Department Personnel
3. Direct Reports: Automated Metering Infrastructure (AMI) Coordinator, Meter Electrician Foreman, Customer Service Lead
4. Collaborates with: IT, Billing, Accounting & Distribution

QUALIFICATIONS/REQUIREMENTS:

Education: Associate’s Degree in Electrical Technology; other electrical discipline course of study; or combination of education and Journeyman Electrician status (State of Michigan license); or management of customer service.

Experience: Minimum of two (2) or more years supervisory experience in any field. Metering training including the installation, testing, repair and calibration of electric meters preferred, but not necessary.

Other: Must have an analytical mind and be able to cope with problems of a technical and complex nature. Strong Communication Skills Required.  Must effectively communicate with individuals at all levels, both inside and outside of the utility; should be tactful, diplomatic, resourceful, persuasive, and have exceptional personal characteristics of honesty and integrity.

Ability to handle confidential and proprietary information and data with the utmost care and discretion.

Ability to attract, motivate and retain competent personnel and provide a work environment that is conducive to both personal and professional growth in a dynamic team-oriented environment.

Must maintain and possess a valid State of Michigan Driver’s License.

Physical Demands and Working Conditions: The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands and fingers, talk and hear. The employee is frequently required to reach with hands and arms. The employee must be able to sit, squat, stoop or knee. The employee may frequently lift and/or move items of light to moderate weight. The employee is regularly required to communicate in person and by telephone, read regular and small print, sit, use limited mobility in an office setting, use manual dexterity to type and enter data, and use sight to read and prepare documents and reports.  Depth perception and peripheral vision, close vision and color vision necessary.

While performing the duties of this job, the employee regularly works both indoors and outdoors and regularly drives a motor vehicle between work sites. The employee may work near moving equipment and the potential threat of electric shock as well as outside weather conditions. The noise level in the work environment varies from quiet to loud.

During system trouble and power outages work hours may be extended.

Travel may be required for conferences, training and events.

To apply for this position, please email: mblp_general_info@mblp.org or drop off at our main office 2200 Wrights St

Resumes accepted until position is filled.

If there are currently no open positions and you would like to submit a resume to be kept on file in the event of an opening, please use the address listed below.

Marquette Board of Light And Power

ATTN: Director of Human Resources

2200 Wright St.
Marquette, MI 49855
or via email:
mblp_General_info@mblp.org

CONTACT US – 24/7

Monday through Friday

8:00 am to 4:30 pm

(Lobby hours are 8:30am to 4:30pm)

Address:

Marquette Board of Light & Power
2200 Wright Street 
Marquette, MI 49855-1366

(Click here for map)

Main Office Phone:  906-228-0311

FAX: 906-228-0329

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Please Note: The email link above is not monitored for the purposes of reporting power outages. To report an outage please call 906-228-0300. Additionally, requests to start or stop service cannot be done via email.  Please contact us at 906-228-0311.

Please Note: The email link above is not monitored for the purposes of reporting power outages. To report an outage please call 906-228-0300. Additionally, requests to start or stop service cannot be done via email.  Please contact us at 906-228-0311.

Emergencies, Repairs, No Power: 24 hours a day,

7 days a week – 906-228-0300

Billing, Customer Service, and Administrative Offices

906-228-0311

Electric Line Department

906-228-0300

Meter Department

906-228-0302 (Service Connection Questions)

Distribution Department

906-228-0301 (Service Connection-Tree Removal/Trimming Questions)