5.5. ERMUSR 04-08-2014 Elk Rivt.
Municipal Utilities UTILITIES COMMISSION MEETING
TO: FROM:
Elk River Municipal Utilities Commission Troy Adams, P.E. —General Manager
John Dietz, Chair
Al Nadeau, Vice Chair
Daryl Thompson, Trustee
MEETING DATE: AGENDA ITEM NUMBER:
April 8, 2014 5.5
SUBJECT:
Organizational Growth
BACKGROUND:
To the envy of other municipal utilities in Minnesota, ERMU has experienced great growth over
the past decade. Since 2003 ERMU has seen a 31% increase in water customers, 12% increase
in water sales, and a 9% increase in water revenue. And, ERMU has seen a 27% increase in
electric customers, 70% increase in energy sales, 51% increase in system peak, and a 52%
increase in electric revenue. ERMU has now grown to have over a $35,000,000 annual budget.
With a future electric service territory transfer for the remaining service territory within the
corporate boundaries of the City of Elk River, ERMU will experience an additional 20%growth
in electric customers. Our community and our municipal utilities are in a great position to
experience economic development and continue to grow years into the future. This is a very
positive message to share when other utilities are experiencing declining sales and declining
customer accounts.
DISCUSSION:
We have been doing more with less and operating lean for years. It is easy to keep our heads
down, get the work done, and keep moving forward. Because of the substantial work involved in
the billing software conversion, it has been noted that we are operating too lean in the office. As
we build and develop staffing levels for the forthcoming electric service territory transfer,
ERMU created a 5 year staffing projection used in annual assessment of staffing levels. In 2014,
two additional employees were added. An additional two employees are projected for 2015. But
looking backwards over the past decade's growth, we've only added part time help for the
growing responsibilities of the accounting area of the office department.
In the immediate work environment we've recognized that additional leadership is needed in the
office. Currently the accounting workload is handled by the Finance and Office Manager and a
part time accountant. The accounting responsibilities have grown greater than just the growth of
the organization. In addition to the customer and sales growth, the accounting personnel are now
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responsible for MISO reporting requirements, increased bonding activity and reporting
requirements, and increased audit reporting. There will inevitably be new physical and cyber
security reporting requirements for NERC that will be added to this list of increased duties.
Because of this magnitude of work, and especially with the software conversion and sales tax
audit happening in 2014, time spent managing the customer service area of the office department
has been displaced with preparing and overseeing reporting requirements. And although the
proposed 2015 staffing additions included accountant support staff, there will still be the need for
additional leadership within the office department to focus on customer service.
After consideration of feedback regarding the need for additional leadership for customer service
from office staff and analysis by management,the proposed solution is to create a new Customer
Service Manager position. This position would be FLSA exempt and report to the Finance and
Office Manager. The Customer Service Manager position would supervise the four Customer
Service Representatives providing work direction, performing performance evaluations,
providing coaching, scheduling time off requests, and approving timesheets. This would be in
addition to overseeing the operations of the front. This position would replace the Assistant
Office Manager position and encompass those job duties as well.
The proposed new position was analyzed with the Riley, Dittmann& Kelsey Job Evaluation
System to determine the position points. Because this proposed position would be FLSA
exempt, this position would be included in the Manager Pay Group. The results of the analysis
would be a potential $3,000 increase in labor expense for the remainder of 2014 subject to
candidate qualifications. Per our current policies, this position would need to be posted.
ACTION REQUESTED:
Staff recommends the creation of the new Customer Service Manager position as outlined above.
ATTACHMENTS:
• Current ERMU Organizational Chart
• Proposed ERMU Organizational Chart
• Proposed Customer Service Manager Position Description
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"C*Elk River Customer Service Manager
Municipal Utilities Position Description
Department: Immediate Supervisor:
Office Finance and Office Manager
Pay Group: Management I FLSA Status: Last Updated:
Pay Grade: 5 Exempt I 4/8/2014
Positions Supervised:
Customer Service Representatives
Position Summary
Supervise Customer Service Representatives and oversee customer services processes. Manage
the billing and accounts of utility services (electric, water, wastewater, garbage, security) for all
commercial and residential customers.
Essential Functions
I. Supervise Customer Service Representatives and oversee customer services processes.
A. Oversee office customer service processes.
B. Coach to provide exceptional customer service.
C. Coordinate work direction for Billing Specialist with Finance and Office
Manager.
D. Responsible to communicate relevant information between Finance and Office
Manager and Customer Service Representatives.
E. Responsible for assisting and training Customer Service Representatives.
2. Manage the billing of utility services.
A. Initiate, calculate, and review billing statements for utility services for all
customers.
B. Oversee printing, stuffing, and mailing of billing statements and special mailings.
C. Oversee payment processing.
D. Oversee collection and processing of NSF payments.
E. Process tax exempt requests.
F. Coordinate with City on billing services on their behalf.
G. Oversee meter reading and meter reading issue investigation.
I-I. Perform account adjustments.
3. Manage the accounts for utility services.
A. Customer account activation.
B. Maintain rates in billing system.
C. Archive billing data and account maintenance.
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4. Coordinate information technology administration with City IT support staff.
A. Oversee billing system hardware and software.
B. Oversee metering system hardware and software.
C. Oversee utilities server, network, and system back-up.
D. Oversee office workstations and software.
5. Provide data and support for Management.
A. Manage territory acquisition data.
B. Prepare and analyze customer and usage data.
C. Serve as Office Manager in absence of Finance and Office Manager.
6. Performs other essential job duties.
A. Regular and timely work attendance.
B. Follows all safety procedures.
C. Participates in safety training.
Required Knowledge, Skills, and Abilities
• Ability to effectively supervise and provide work direction.
• Knowledge of billing and meter reading software.
• Knowledge of spreadsheet, word processing, and database software.
• Ability to train staff in use of software and customer service processes.
• Ability to evaluate and resolve issues.
• Ability to manage projects and meet deadlines.
• Ability to effectively interact with supervisors, other employees, and customers.
• Ability to communicate effectively, both orally and in writing.
Minimum Qualifications
• Bachelor's degree for applicable discipline or equivalent experience.
• Five years of customer service experience.
Preferred Qualifications
• Progressive supervisory experience.
• Experience in utilities billing and customer service.
• Valid driver's license.
This Position Description is not intended to be all-inclusive. It is within Elk River Municipal Utilities'
discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time.
This Position Description does not constitute a Contract of Employment.
Customer Service Manager
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