Cust & Community Mgmt Speclst

Overview

The Customer & Community Manager (CCM) is an experienced representative of Rhode Island Energy in the community. The role involves developing and maintaining relationships with key stakeholders, advocating for the "voice of the customer," and managing issues in communities.

Responsibilities

• Provide strategic leadership at all levels of the company, and with key stakeholders, to manage issues in communities.
• Develop and maintain solid working relationships with federal, state, and local elected officials and their staffs, providing them with information to enable positive outcomes for RI Energy, and helping them to resolve constituent issues that involve RI Energy.
• Identify emerging issues that could reflect negatively on RI Energy, work with company personnel and community representatives on these issues, and provide leadership to develop and implement solutions.
• Advocate for the "voice of the customer" and mobilize RI Energy’s functional areas - Customer, Operations, etc. - to provide timely and appropriate responses to identified customer or community needs to increase business to business alignment and customer satisfaction.
• Manage a wide range of corporate citizenship programs such as sponsorships, support of United Way, and similar programs in which RI Energy has a corporate interest.
• Serve as a principal RI Energy contact for public officials, business leaders, community leaders, civic organizations, and special interest groups on a wide variety of corporate issues.
• Be a community leader and an active participant on strategically chosen nonprofit boards.
• Serve as the key account manager for selected major commercial/industrial customers, universities, hospitals, and state agencies as assigned.
• Attend meetings and activities, inclusive of business, trade, and, as required, City/Town/Village Council sessions outside of normal business hours when necessary and make public presentations as required.
• Support Operation’s (electric and gas) stakeholder management group, along with identified key distribution communications in advance of major infrastructure upgrades in order to manage community and business owner expectations and demonstrate superior customer service.
• Serve as a member of the company's on-call rotation for emergencies and after-hours state and municipal inquiries.
• Assigned an emergency storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
• Complies with all policies and standards

Qualifications

• Education level: Bachelor's degree or related work experience on a year-for-year basis and 5+ years’ experience in community/public relations and/or energy/utility industry.
• Required Experience: 5+ years relevant experience in community/public relations and/or energy/utility industry.
• Strong oral and written communications skills. Demonstrated leadership capability.
• Ability to manage multiple priorities.
• Proficiency in computer skills, including ability to work with customer/billing systems.
• Demonstrates an energetic and enthusiastic manner, collaboration and negotiation skills, and the ability to bring value to stakeholder relationships.