A Day at the Iowa Utilities Board
Marie Jeanblanc is Customer Service Manager and Carla Pope is Business Manager at the Iowa Utilities Board.
The PUF team traveled to Des Moines, Iowa, the home of the Iowa Utilities Board, which got its start in 1878 as the Iowa Board of Railroad Commissioners, and later the Iowa State Commerce Commission.
PUF: Marie, tell us about your role at the Board.
Marie Jeanblanc: I am currently the customer service manager at the Iowa Utilities Board. The Iowa Utilities Board’s customer service department has two major functions, we oversee and process in the IUB’s Electronic Filing System as well as call intake and complaint handling, similar to a small call center. I currently have a staff of six.
I have been in this role three months and am working to continue to oversee employee cross training and development. A year and a half ago, we merged two departments, our records and information center and our customer service complaint staff, and began to focus on every clerk and analyst being cross-trained on different areas in customer service.
PUF: Carla, what’s your role at the Board?