Justin Powels Email & Phone Number

Supervisor for the Major Accounts Team within the Key Account Section of the Customer Service Division

Lead Specialist in the Key Accounts Section, Major Accounts Team. Assists and trains employees engaged in Key Accounts management activities, participates in and/or chairs committees or external/multi-agency organizations.Serves as the primary point of contact to LADWP's largest and most complex customers, builds and maintains customer relations to assist with LADWP related issues including historical and projected goals.

La Kretz Innovation Campus

Routinely interacted with, including leading tours for, customers, community groups, stakeholders, and other City Departments.Resolved complex or sensitive issues regarding online customer communications pertaining to the Department's Internet website and customer programs. Maintained content and coordinated activities related to the Department's Internet, Customer Service Division's Intranet webpages, and the Department's articles on the MyLA311 website for timeliness, relevance, and priority.Participated in projects related to the Departments Internet website and online service channel to improve customers' self-service options.Coordinated the development of the online program and service enrollments.Prepared and presented oral and written reports regarding the Department's online services and communications.Developed, coordinated, and assisted with customer service research and benchmarking efforts.Developed and prepared content regarding research plans, customer experience related studies, and analyses related to customer service.Assisted with developing surveys to improve the customer experience.Developed and implemented tools and studies to analyze online customer behavior and patterns for various online activities. Coordinate customer service research and benchmarking presentations.

Special Task group working on the Department of Energy sponsored Smart Grid Demonstration and the Cleantech Development Center. Worked as Project Manager for the Customer Behavior portion of Demonstration. Focused on Customer-Based Dashboard and Outreach program.

Received incoming calls from various vendors, internal personnel, and citizens for routing to areas within the division and interaction with upper level customer resolutions. Handled assignments from various City Council members regarding the accounts of their consituents. Performed paraprofessional duties in assisting Management Analysts in preparation of correspondence, reports, studies, and surveys on a wide variety of administrative, fiscal, budgetary, personnel, and management problems. Receive incoming calls from various vendors, internal personnel, and citizens for routing to areas within the department. Scheduled meetings and appointments for the Assistant Director of Customer Service. Attend meetings and take minutes. Created Travel Authorities; obtained transportation (i.e. flight, rental vehicle), meals and accommodations for Executives. Processed and filing of confidential and/or protected information.

Request and provide information (Requisitionnet) for creating purchase orders for one-time purchase and price and time contracts. Certification and follow-up of invoices for payment from various groups within the Division. Tracking and updating log of various contracts for renewal Maintenance and issuance of pool vehicles available within the Division for various groups. Purchase and obtain supplies and various equipment for various groups within the Division.

Consultation and certification of pension members transferring to new pension plan Primary phone contact for incoming calls Filing and database organization for incoming contracts of members to new pension plan Research and support for staff within the Active Member Services Unit.