Administrative Branch Manager

Kentucky Personnel Cabinet • Frankfort, KY

1d • Onsite

About The Position

The Kentucky Public Service Commission regulates the intrastate rates and services of more than 1,100 investor-owned electric, natural gas, telephone, water and sewage utilities, customer-owned electric and telephone cooperatives, water districts and associations, and certain aspects of gas pipelines. Our mission is to foster the provision of safe and reliable service at a reasonable price to the customers of jurisdictional utilities while providing for the financial stability of those utilities by setting fair, just and reasonable rates.

The Public Service Commission (PSC) has an opening for an Administrative Branch Manager to join our team of highly skilled professionals to serve and assist the customers of jurisdictional utilities. This position is within the Division of General Administration for the Consumer Services Branch. This branch provides informal complaint resolutions for the customers of jurisdictional utilities with the objective goal of resolving complaints at an informal level instead of opening a formal proceeding with all information tracked through the agency’s Complaint Information System (CIS).

The Administrative Branch Manager is responsible for providing overall management for the Consumer Services Branch, managing a team of complaints handlers, providing guidance and training, handling customers’ complaints, and developing strategies for resolving issues efficiently and effectively according to the agency’s policies and regulations.

Candidates to apply for this position should have a strong background in customers’ complaints and conflict resolutions, excellent communication and public speaking skills, the ability to empathize with customers, and a strong ability to manage, lead, and motivate a team. This is a demanding position that requires motivation and the desire to assist jurisdictional utilities customers of the commonwealth.

Requirements

• Graduate of a college or university with a bachelor's degree.
• Five years of professional administrative experience.

Nice To Haves

• Proven experience as a complaints manager or similar role in customer service
• Experience in conflict resolution and customer satisfaction
• Excellent communication and leadership skills
• Strong public speaking skills and ability
• Ability to analyze data and identify trends

Responsibilities

• Manage and oversee the operations of the consumer services branch
• Ensure complex or high-level customer complaints are handled professionally and satisfactorily
• Collaborate with other divisions and staff to resolve customer complaints
• Ensure compliance with company policies and regulations
• Train, motivate, and mentor team members to handle complaints professionally
• Analyze complaint data providing routine reports on complaints and resolutions
• Prepare and present training presentations for utilities throughout the commonwealth
• Perform other duties as assigned

Benefits

• Health insurance coverage with several self and family coverage options
• Optional vision and dental insurance coverage with several self and family coverage options
• State paid life insurance with options for additional self and family coverage
• KY Retirement plan
• Paid holidays
• Accrued vacation time
• Accrued sick time
• Office with four walls and a door

What This Job Offers

• Job Type: Full-time
• Career Level: Manager