Business Solutions Mgr II

SUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTS

JOB TITLE: Business Solutions Mgr II
REQUISITION: CUS00IM
DEPARTMENT: Business Solutions – Kansas City Headquarters or Wichita Operations Center
LOCATION: Kansas City, MO
Wichita, KS
PAY RANGE: Business Solutions Mgr II: $66,600 – $83,200

Scheduled Work Hours: Monday – Friday, 8:00 a.m. to 5:00 p.m.; Additional hours as needed.

Summary of Primary Duties and Responsibilities:
Oversee Customer Relationship Management of the Large Commercial and Industrial segments both directly and through collaboration with Customer Solutions Managers. Key components of this position include Account Management, Customer Support in our Customer Care & Billing and Customer Self-Service applications. Focus on first touch resolution. Resolving complex issues through departmental collaboration to exceed key metrics: transactional survey, current customer satisfaction survey, and revenue enhancing customer engagement. Work across departments to achieve consistency in process and procedures. Proactively identify process improvement solutions, through regulated and unregulated products and services in a regulated environment. Assessing customer needs, optimizing brand awareness and grow incremental revenue.

Major Responsibilities Include, but are not Limited to:
* Act as a central point of contact for key customers billing, power quality & product/service needs.
* Establish relationships, define needs, and identify solutions that strengthen customer loyalty and satisfaction.
* Create and promote an environment of trust and teamwork through actions and behavior.
* Contribute to the efficient operation of the BSC by streamlining and enhancing internal processes that result in timely, accurate completion of complex customer issues.
* Contribute to division and corporate financial performance by proactively engaging in revenue enhancement efforts by promoting Evergy services as customer driven solutions.
* Build solid Tier 2 commercial and industrial customer profiles that will enable Business Solution Center managers to effectively identify customer needs, opportunities, and relationships with Evergy.
* Provide excellent communication skills specific to audience; technical/non-technical.
* Document, track, and monitor internal & external customer account maintenance requests in a timely manner from submission to completion.
* Manage and submit project updates/status to Business Solutions Center Manager on a regular basis.
* Build awareness of company activities through customer focused seminars.
* Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
* Participate in project management for various cross functional projects to improve customer satisfaction, standard best practices, processes, and procedures.
* Communicates with other departments and management to resolve problems and expedite work.
* Resolves complaints and answers questions of customers regarding services and procedures.
* Manage the Customer Self Service Portal assisting with setup/changes and other Evergy portals.

education and experience Requirements:
* Typically have a minimum of three to five years customer service account management. Utility background/experience is a plus.
* A Bachelor’s Degree in a Business-related discipline or related field is preferred.
* Must be a self -starter and have excellent written, oral communication and interpersonal skills.
* Must possess outstanding human relation, customer service and problem-solving skills.
* Must have the ability to analyze data, multi-task, and be flexible.
* Must have experience working with various computer applications including, but not limited to Microsoft Office products. CIS+ knowledge background is a plus.

Skills, Knowledge and/or Abilities Required:
* Ability to manage multiple commercial & industrial customer needs simultaneously through phone, fax, email and face to face contact.
* Outstanding communication and customer service skills.
* Ability to act as a change agent working with individuals at all levels both internal and externally.
* Self-motivated and ability to prioritize and work in a fast-paced office environment.
* Displays effective project management skills to oversee complex technical/nontechnical issues and projects through completion.
* Displays sound judgment when making decisions.
* Ability to work and contribute within a team environment.
* Working knowledge of Microsoft Office products
* Ability to identify and improve internal job processes that increase efficiencies streamlining job function.
* Operates within the policies and procedures of the company.

Working Conditions:
Office environment with both in office and remote working conditions. In office Tuesdays, Wednesdays, and Thursdays with option to work remote the rest of the week.

Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. We are committed to building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.

Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.