Meter Operations Supervisor; Tempe, AZ

Requisition : 20448

Join us in building a better future for Arizona!

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes.

SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power.

SRP's success is rooted in our employees' happiness, health, and safety. That’s why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Available your first day:
  Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

Supervises customer service personnel who perform responsible work scheduling, order completion, and customer contact for coordinating construction and field metering activities. Supervises smart meter desk operation that is responsible for remote operation and monitoring performance of SRPs automated meter population. Serves as the departments main point of contact for investigating and responding the customer complaints, in marketing programs and maintaining/administering policies related to metering services.

Provides a key role in defining/developing automated business processes and procedures for smart device and wireless technologies to meet increasing customer expectation while optimizing operational efficiencies.

• Directly responsible for supervising 15 to 35 employees in the meter services operations office and smart meter desk including training, mentoring, monitoring performance, counseling, and administering positive discipline and performance reviews. Supervises the department's work order scheduling and field dispatching functions.
• Direct the daily operations of the smart meter desk to remotely complete orders, monitor the health of the installed meter population and communication network, and coordinate corrective actions in the event of system or hardware failures. Serves as the department point of contact with other business groups and technical departments to define requirements and enhancements of work scheduling, automated order processing and system performance monitoring through the smart meter technologies utilized by SRP.
• Oversees the direct credit/disconnect order scheduling and processing through wireless technologies (I.E., Blackberry). Departmental point of contact to define requirements and enhancements of other meter work scheduling and order processing as the technology platform evolves.
• Analyze statistical data from varied and complex systems to identify and recommend business process improvements. Develop and lead training to support changing business environment and document resulting policies and procedures.
• Manage the analysis and documentation of customer and meter historical data from various systems to identify and resolve customer complaints and issues and assist other departments to settle billing discrepancies or other customer service matters.
• Perform duties of department manager and other departmental field supervisors in those individuals' absences. Available for 24x7 call by cell phone or blackberry on a scheduled and emergency basis.

A bachelor's degree relevant to the assignment from an accredited institution is preferred.

Minimum 6 years of relevant experience required. In lieu of a degree, 10 years of relevant experience or an equivalent combination of education and experience totaling 10 years may be considered.

High levels of confidentiality are required in dealing with sensitive employee and customer information. Strong abilities to work as part of team are required. Must have self motivation to achieve specific, varied, and often changing goals and…