ENERGY SVS REP-ASSOC - SENIOR

Description

• Handles inter-company and customers’ inquiries, concerns, and complaints regarding bills and services, including but not limited to:
• Serves as liaison between customers and various departments.
• Receives requests for Net Metering & Bi-Directional meters for residential, commercial, and governmental customers.
• Set up Lamps for industrial, commercial, governmental,l and residential customers.
• Integrates the Company’s strategic vision with all customer service activities.
• Prepares and processes industrial and commercial new services and deposits, coordinating work with departmental personnel, Service Department, Customer Services, Meter Testing, and others as needed; verifies accuracy of data entered.
• Complies with all applicable Company policies, procedures, and code of ethics as well as all applicable governmental laws and regulations, including employment, safety, and environmental standards and regulations.
• Maintains established performance standards for the position, depending on assigned duties.
• Receives requests for Community Solar for residential customers.
• Interprets policies based on knowledge of the Company, its policies and procedures, and applicable federal and state regulations.
• Provides mentoring and training to co-workers and related departments.
• Researching concerns and complaints, analyzing data, a and determining action to be taken within established boundaries.
• Set up Landlord Agreements for residential customers.
• Compiles and submits a monthly report based on daily assignments.
• Keeps updated on applicable regulatory, operational, and procedural issues, including rates, energy efficiency, regulatory rules, billing procedures, and issues facing the Company in both Texas and New Mexico.
• Interviewing customers and initiating requests for meter installation, service changes, service upgrades, and scheduling outages, etc.
• Receives requests for new services from industrial, commercial, governmental, and residential customers; checks billing histories and makes determinations on necessary deposits.
• Set up Contribution In Aid Of Construction (CIAC) accounts related to distribution line extension policies and procedures.
• Make mathematical calculations quickly and accurately.
• Relaying information on procedures, rates, how to read a meter, energy efficiency, etc.
• Prepares and processes purchase requisitions; orders departmental supplies as needed.
• Provides telephone coverage; assists customer(s); takes messages or routes them to the appropriate party.

Requirements

• Knowledge of Microsoft Excel, Word, and the Windows Operating System
• Excellent knowledge of El Paso Electric’s billing system, Customer Cloud Service (CCS).
• Effective verbal and written communication skills.
• Fluent in both English and Spanish
• Ability to identify, analyze, research, resolve,e and document problems on customer accounts.
• Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.
• Knowledge of general office procedures and practices, cost containment controls, budgeting, bookkeeping, positive customer service techniques, and filing systems.
• 0 - 3 or more years’ experience
• Use of the personal computer and word processing and spreadsheet applications; perform statistical analysis and mathematical computations; organize numerous tasks; prioritize functions; plan and coordinate projects; and meet deadlines.
• Ability to maintain a strong sense of propriety concerning confidential matters.
• Knowledge of general operations of the Company, its policies and procedures, and applicable federal and state regulations as they relate to customer service issues.
• Ability to comprehend technical data, organize time with workload, work independently, and interact effectively with people from diverse educational, cultural, and economic backgrounds.
• Background will include experience working with customers, either face-to-face or on the telephone, in a utility, financial institution, telemarketing, technical help desk, call center, or a similar environment that involved detailed communication, research, and problem-solving. Call Center environment preferred.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance