Job description
Date: Feb 24, 2023
Location: Tampa, Florida, US, 33619
Company: TECO
Title: Spec Communications
Company: Tampa Electric Company
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days
This position is responsible for the daily performance and execution of the SPP Customer Outreach Program. The position will be tasked with developing, tracking and reporting against project communications schedules for the SPP program(s). This position will execute mailings, postcards, digital communications and other outward bound aspects of the SPP Customer Outreach Program. In addition, the position will be responsible for monitoring the SPP Inbox to initially screen customer feedback, questions, and complaints.
PRIMARY DUTIES AND RESPONSIBILITIES (D&R)
- Responsible for executing the SPP communications process by following all steps to obtain the necessary data and send communications on time based on the communications and project schedule
- Responsible for maintaining a database that records the actual date that each step in the SPP communications protocol was achieved for each milestone on each project
- Track and report communications protocol status for each project as well as metrics for the SPP and individual programs.
- Work directly with design, construction management and the SPP contract partners to develop and maintain communication schedules that align with project schedules
- Monitor the SPP Inbox to evaluate customer complaints and inquiries. Coordinate efforts to investigate and develop and appropriate response. Maintain a database of all complaints and inquiries received and their status to ensure all are brought to completion.
- Support team efforts to coordinate in-person meetings at the request of external stakeholders. May require occasional off-hour attendance.
- Facilitate and track mailings by working with the TECO print shop.
- Maintain an outage schedule for use by other TECO stakeholders
- Support the maintenance of the customer threat process
- Assist with development of standard operating procedures and process documents
- 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: N / A
Indirect Supervision: Some tracking and oversight of 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.
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.
JOB RELATED DIMENSIONS * CORE Dimensions
Business & Job Knowledge*
Judgment*
Ownership & Excellence*
Produce Results*
Teamwork*
Work Safely*
Developing People*
WORKING CONDITIONS
Corporate, fast paced environment; Considerable travel to regional operations required. In support of operations, the Damage Prevention & Public Awareness Programs this position will require overnight travel. The duration will depend on the needs of the local operations, industry meetings and the upcoming training scheduled; will likely exceed 30 overnight stays per year.
This position is responsible for the daily performance and execution of the SPP Customer Outreach Program. The position will be tasked with developing, tracking and reporting against project communications schedules for the SPP program(s). This position will execute mailings, postcards, digital communications and other outward bound aspects of the SPP Customer Outreach Program. In addition, the position will be responsible for monitoring the SPP Inbox to initially screen customer feedback, questions, and complaints.
PRIMARY DUTIES AND RESPONSIBILITIES (D&R)
- Responsible for executing the SPP communications process by following all steps to obtain the necessary data and send communications on time based on the communications and project schedule
- Responsible for maintaining a database that records the actual date that each step in the SPP communications protocol was achieved for each milestone on each project
- Track and report communications protocol status for each project as well as metrics for the SPP and individual programs.
- Work directly with design, construction management and the SPP contract partners to develop and maintain communication schedules that align with project schedules
- Monitor the SPP Inbox to evaluate customer complaints and inquiries. Coordinate efforts to investigate and develop and appropriate response. Maintain a database of all complaints and inquiries received and their status to ensure all are brought to completion.
- Support team efforts to coordinate in-person meetings at the request of external stakeholders. May require occasional off-hour attendance.
- Facilitate and track mailings by working with the TECO print shop.
- Maintain an outage schedule for use by other TECO stakeholders
- Support the maintenance of the customer threat process
- Assist with development of standard operating procedures and process documents
- 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: N / A
Indirect Supervision: Some tracking and oversight of 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.
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.
JOB RELATED DIMENSIONS * CORE Dimensions
Business & Job Knowledge*
Judgment*
Ownership & Excellence*
Produce Results*
Teamwork*
Work Safely*
Developing People*
WORKING CONDITIONS
Corporate, fast paced environment; Considerable travel to regional operations required. In support of operations, the Damage Prevention & Public Awareness Programs this position will require overnight travel. The duration will depend on the needs of the local operations, industry meetings and the upcoming training scheduled; will likely exceed 30 overnight stays per year.
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
Job Segment: Project Manager, Engineer, Database, Customer Service, Technology, Engineering
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