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PSC CUSTOMER SERVICE MANAGER

The Public Service Commission (PSC) Customer Service Manager is responsible for managing and coordinating the operations, quality of service, and consumer service programs for

Class Code:

G067C

Job Grade:

GS11

Special Job Requirements:

Occasional in-state travel is required.

Typical Functions:

Interviews and selects managerial, professional, and administrative support staff, provides training opportunities, evaluates the performance of incumbents, and reviews and approves various administrative actions. Directs the investigation of customer complaints, questions, and concerns regarding utility service. Provides direction to lower-level managers by analyzing operations, advising on projects or problems, serving as a technical resource, and reviewing and developing project plans and schedules. Establishes goals and objectives, develops policies and procedures, evaluates program effectiveness and compliance, monitors corrective action, and implements and interprets laws and regulations. Coordinates section activities by providing advice and assistance to the agency director and conferring with division management and other state, federal, and utility personnel regarding utility compliance inspection/investigation, quality of service, and consumer service programs. Reviews drafts of legislation, policy, and rules, preparing biennial budget requests based on section need, monitoring and approving expenditures, and presenting operating or program information reports. Performs research and analyses in order to develop new agency policies or modify existing policies impacting the utilities industry by developing work plans, defining scope of issue, determining timeframes and resources needed, and preparing and presenting position statements and policy recommendations as a result. Prepares and presents testimony as an expert witness on complex issues that affect public utilities in Arkansas. Performs other duties as assigned.

Knowledge, Abilities, and Skills:

Knowledge of the organization, management structure, and operations of firms in the utility industry. Knowledge of the laws, rules, and regulations governing the operations of utility industries. Knowledge of the general concepts and applications of a variety of engineering fields as they relate to utility company operations. Knowledge of the principles and practices of human resource and organizational management. Ability to monitor and evaluate utility industry rates and services and address consumer complaints. Ability to interpret and apply the provision of law to specific circumstances. Ability to plan work objectives and operational activities and to assign and direct the work of subordinate supervisors. Ability to monitor and evaluate the compliance of utility companies with operating standards. Ability to prepare and present verbal and written reports, information, and testimony.

Minimum Qualifications:

The formal education equivalent of a bachelor’s degree in accounting, finance, or a related field; plus five years of experience in utility company management, operations, customer services, or regulation, including two years in a supervisory capacity.

Required Certificates:

Must possess a valid Arkansas driver’s license.

Exempt:

E
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