Customer Affairs Advisor

REQUISITION ID: PUB000N

DEPARTMENT: Customer and Community Affairs – Connect Center

LOCATION: Kansas City, MO

PAY RANGE: $52,700 – $65,900

Scheduled Work Hours: Monday - Friday, 8:00 a.m. - 5:00 p.m. (Other hours as required)

Summary of Primary Duties and Responsibilities:

This position plays a critical role in ensuring a positive customer experience and productive relationships with assistance agencies and community organizations. This position will navigate between many duties while officing full-time out of Evergy Connect (Kansas City location). The Customer Affairs Advisor helps serve our customers and drive a positive customer experience through face-to-face customer support at Evergy Connect, community events and customer engagement and through the relentless pursuit of customer-focused solutions. The Advisor is responsible for program management of several customer-impacting programs which include but are not limited to: Medical Program and Dollar Aide. Management of these programs requires timely and accurate execution in reporting, tracking, promotion, and communication to ensure successful messaging and outcomes with each program.

o Approximately 50% of time spent on average over a one-year period

 By officing full-time at Connect, provide needed customer support during busier times. (55%)

 Track and report all customer interactions. (25%)

 Help identify gaps in system and processes for overall better customer experience (20%)

o Approximately 30% of time spent on average over a one-year period

 Interface with customers with a direct outreach approach to provide options and information about products and services that will help reduce consumption and energy bills (40%)

 Manage Connections and the Mobile Units through effective tactical strategies that reach customers effectively and efficiently (20%)

 Oversee and maintain activity records, scheduling, and collateral materials (20%)

 Work with cross-functional teams to identify and implement opportunities to maximize reach to customers (20%)

o Approximately 10% of time spent on average over a one-year period

 Oversee and manage the daily workflow of multiple programs, which include tracking and processing paperwork and applications associated with the programs, including CIS updates, customer communication, initiating field activity, records management, and reporting (55%)

 Help develop messaging and drive education and participation in the programs from both an external and internal strategic approach (25%)

 Provide reporting and track activities of programs on monthly, quarterly, and annual basis (20%)

o Approximately 10% of time spent on average over a one-year period

 Identify and build strong business-to-business relationships with key organizations that serve our customers. Leverage the relationships to reach our customer base for education and product promotion (50%)

 Facilitate reciprocal exchange of information and resources to maximize reach and influence on customer base (25%)

 Serve on committees and meetings to maintain presence within the network of organizations and serve as subject matter expert on customer outreach/education matters (25%)

Education and Experience Requirements:

Skills, Knowledge, and Abilities Required:

Licenses, Certifications, Bonding, and/or Testing Required: None

Working Conditions: Mixture of Normal Office Working Conditions, Outdoors and Exposure to Weather Conditions .

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.

Work Locations: Connect - Paseo 1710 The Paseo Kansas City 64108

Job: Corporate Social Impact

Shift:

Unposting Date: Jul 8, 2025