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Supvr SPP Customer Outreach

Date: Aug 6, 2022

Location: Tampa, Florida, US, 33619

Company: TECO

Title: Supvr SPP Customer Outreach 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

 

 

POSITION CONCEPT 
This position is responsible for overseeing the execution of the SPP Customer Outreach Program in alignment with Tampa Electric Communications, Branding and Marketing Strategies. The Supervisor will be responsible to build relationships and collaborate with all internal stakeholders to ensure that the SPP Customer Outreach Program is strategically aligned in its execution and processes. The Supervisor will be responsible for the team of internal employees that execute, track and report performance and document standard communications protocols for the SPP team. The Supervisor will also be responsible for ensuring that contracted resources are executing the plan according to internal standards and in alignment with the Tampa Electric strategy. 

 

PRIMARY DUTIES AND RESPONSIBILITIES (D&R)

  • Supervise a team of outreach coordinators that are responsible for executing, tracking and reporting on the SPP communications protocol
  • Serve as the point of contact for all requests for external meetings and presentations for SPP. Responsible for coordinating efforts to develop materials, ensure the appropriate TECO team members are present and the appropriate TECO departments are engaged. 
  • Establish and maintain relationships between SPP and all customer-facing departments within TECO regarding the status of SPP progress, customer complaints that require escalation, etc….)
  • Participate in and drive collaborative discussions for TECO and SPP customer communications strategy. Serve on cross-functional teams and councils as needed to ensure representation by SPP. 
  • Facilitate the bi-weekly communication team calls, maintain an action item log that assigns and tracks task accountability. 
  • Indirect oversight of the LUG outreach communications efforts, training and standardization of processes across the 4 current CPs and the 200 or more contractor team members performing this function. Responsible for engaging customer experience and other TECO stakeholders that are impacted.
  • Facilitate the regular meetings with each contractor partner to discuss customer outreach process best practices and lessons learned. 
  • Responsible for the SPP process to receive, evaluate and respond to customer complaints / inquiries by monitoring the SPP Inbox, ensuring the right TECO personnel are engaged and the customer receives an appropriate response / resolution. 
  • Responsible for ensuring a communications schedule is developed, maintained, and updated in alignment with design and construction project schedules
  • Present information to external stakeholders as requested at public or association meetings. May require occasional off-hour attendance. 
  • Responsible for coordinating efforts to develop internal and external tools and websites that can be used by internal and external stakeholders to track project status. 
  • Responsible for developing and maintaining standard operating procedures for the department that are to be used by all SPP personnel 
  • Responsible for overseeing the customer threat alert process, ensuring all SPP team members and CPs are trained and have accurate contact information

 

SUPERVISION 
Direct Supervision:
    SPP Customer Outreach Coordinators (Titles TBD) 
Indirect Supervision:     Contracted resources performing customer outreach 


RELATIONSHIPS
Key Internal:   
       Customer Experience, Communications, SPP Operations, Regulatory, External Affairs
Key External:     Government officials and administrators, community activists, neighborhood associations, HOAs, leadership teams at our contractor partners and individual customers

  
QUALIFICATIONS 
Education     
Required:  
 Bachelor’s degree from an accredited college in Business, Communications, Engineering or related field required.  In lieu of a bachelor’s degree, 6 additional years of related wok experience can be substituted.
Preferred:    Bachelor’s degree from an accredited college in Communications or Engineering. 

Licenses/Certifications 
Required:
    Must have a valid Florida driver’s license and safe driving record


Related Experience 
Required:
    Minimum of 5 years of work experience related to the duties & responsibilities of this position is required. Related experience consists of: Experience in communications or implementation of a lateral undergrounding experience, strategic communications, customer communications, engineering / design of distribution or transmission systems, project planning / scheduling, project management
Preferred:    Minimum of 10 years of direct work experience performing the Duties & Responsibilities of this position is preferred. Previous supervisory or project leadership experience; Supervisory experience of a distributed work group.


Knowledge/Skills/Abilities (KSA)
Required:  
 Must have some foundational knowledge regarding electric utility distribution systems and electric customers. Must have strong analytical skills, demonstrated communications skills, and be able to proficiently use all MS Office tools and other software tools; Must have excellent verbal and written communication skills, and adaptability to work both independently and in a team environment.  Must have demonstrated skills necessary to lead and/or positively influence others and to successfully handle and/or supervise multiple projects at one time.   
Preferred:    Demonstrated experience working within an electric utility lateral undergrounding program. Demonstrated experience with customer engagement, customer communications and / or customer communication strategy development. Demonstrated experience with public speaking. 
 

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

 

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

 

 


Nearest Major Market: Tampa

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