Coordinator, Electric Service I-Sr

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Customer Interconnection

PREFERENCES

Bi-lingual Preferred

JOB DESCRIPTION

Electric Service Coordinator Sr.

Salary Grade: G10

Minimum Midpoint Maximum

$46,965 - $62,228 - $77,492

SUMMARY:

Under minimal supervision responds and coordinates contact with customers requesting new electric service installation, removals, relocations, generating customer line extension requests, and processing electric service orders. Provides customer service in an effective and efficient manner by resolving customer inquiries and/or complaints professionally and courteously.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Interviews customers to acquire essential and necessary information for service order requests (e.g. mainline extensions and/or secondary lines), and offers suggestions, ideas, and/or options to ensure customers receive information pertinent to their utility needs

Manages the distribution of New Service Delivery (NSD) calls through the Electric Service Coordinator phone line to meet department goals and call handling expectations

Provides call escalation support to address complex customer concerns, and provide a positive outcome

Ability to interact with all internal and external customers in an effective and professional manner

Proficiently sets up and assigns work activities for service requests for new installations, removals, and relocations, utilizing and complying with department processes and systems

Proficiently sets up and assigns work activities to process electric permit information into the NSD Permit Database and NSD applications systems, and continues the process by creating the appropriate inspections and orders, in a timely and accurate manner

Looks for opportunities, and facilitates continuous improvement efforts by making recommendations for improving procedures

Monitors and/or provides timely and accurate information to internal and external customers on new service requests without guidance

Communicates service inspection information as identified by the inspector to address customer questions, and concerns regarding the results without guidance Verifies applicable/appropriate billing records and processing (e.g. monthly/quarterly reporting) with little or no supervision or guidance

Collaborates and takes lead with internal and external customers to verify service order information to ensure billing accuracy

Assigns work activities and audit scheduling through various applications and dispatching of crews for new service delivery, outage information, disconnect/reconnects, processing electrical waivers and opening of equipment and/or services requests without guidance Will assume role as lead to other Electric Services Coordinators for Supervisor/Management support when necessary

Must complete all PNM required safety courses and have a full understanding and working knowledge of PNM policies and procedures

Identifies and documents training needs and provides to feedback to Supervisor

Assists with training to provide guidance and direction to Level I Service Coordinators

COMPETENCIES:

Sets the example of how to interact and communicate with all internal and external customers in an effective and professional manner

Proficient working knowledge of the electric service delivery process and all areas of responsibility to address customer complaints and concerns, without guidance Skilled expertise and working knowledge of the electrical permit process and the ability to perform related functions, which may include data/order entry, record keeping, coordination of residential service inspections, premise creation, handle general inquiries, and coordination with customer and regulatory agencies In depth knowledge of PNM and industry construction and meter standards, and governmental rules and regulations with no guidance Proven consistent ability to manage and assign heavy workloads and complete assignments within the required time frame In depth knowledge of Company procedures and policies and local, state, and federal regulations pertaining to the duties assigned

Excellent communication and responsiveness to Customers

Ability to run, manage, audit, and interpret assigned reports and invoices

Knowledge of City, County and States process/inspector¿s area and permits tied to them

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

Associates Degree in a related field with five to seven years of experience, or equivalent combination of education and/or experience related to the discipline

In depth knowledge of PNM NM Banner and Microsoft Office applications. New Service Delivery experience preferred

CERTIFICATES, LICENSES, REGISTRATIONS:

Must possess a current, legally valid driver's license and meet the company's driving record requirements

COMMUNICATION SKILLS:

Ability to read,write, and comprehend complex instructions, correspondence, and memos Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization Ability to take the lead to interact effectively and diplomatically with a wide range of individuals in wide range customer situations Demonstrated ability to communicate effectively and positively with the customer

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

COMPUTER SKILLS:

In depth knowledge on how to operate a computer, to competently utilize all appropriate internal software applications, such as BannerMS, Applications, PowerClerk, NSD Permit Database, InContact, WebEx and Service Suite

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply sound judgment and understanding to carry out detailed instructions in written, oral, or diagram form

Ability to deal with a wide range of issues/problems involving a few concrete variables in standardized situations

Ability to provide recommended solutions to manager regarding customer service issues, account reconciliation or scheduling conflict

PHYSICAL DEMANDS:

Regularly required to stand and/or walk up to 2/3 of the time. Must frequently lift and/or move up to 30 pounds

WORK ENVIRONMENT:

Office environment

NOTE: Employees in Services Company may be responsible for providing services to various Holding Company subsidiaries and affiliates.

JOB DESCRIPTION

Electric Service Coordinator I

Salary Grade: G12

Minimum Midpoint Maximum

$38,161 - $49,608 - $61,056

SUMMARY

Under direct supervision, responds and coordinates initial contact with customers requesting new electric service installation, removals, relocations, generating customer line extension requests, and processing electric service orders. Provides customer service in an effective and efficient manner by resolving customer inquiries and/or complaints professionally and courteously.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Gathers essential and necessary information for service order requests and will have an on-the-job mentor to assist or seek guidance to ensure customer receives information pertinent to their utility needs

Observes and actively trains (on the job training) to take New Service Delivery calls through the Electric Service Coordinator phone line to meet the department goals, and call handling expectations

Works to understand the concept of setting up service requests for new installations, removals, and relocations, utilizing and complying with all departmental processes and systems performing these actions with direct oversight and supervision

Processes electric permit information into the NSD Permit Database and NSD application systems, this information is used by others to create orders in a timely and accurate manner

Participates by observation in continuous improvement efforts, discussions and playing a supporting role

Provides timely and accurate information to customers, and service delivery team on new service requests with supervision Communicates field check information identified by the inspector

Addresses customer questions and concerns regarding the results with guidance Observes to gain understanding of other team members to verify service order information to ensure billing accuracy, performing these actions with oversight and supervision

Observes the coordination of scheduling of either employee and/or contractor crews for new service delivery, outages, disconnect/reconnects, and opening of equipment and/or services

COMPETENCIES:

Must complete all PNM required safety courses, and have a working knowledge of PNM policies and procedures within their area of responsibility

Ability to interact and communicate with all internal and external customers in an effective and professional manner

Demonstrates the ability to gain understanding of the electric service delivery processes, systems, and all areas of responsibility

Demonstrates the ability to learn related functions, which may include: data/order entry, record keeping, coordination of residential service inspections, premise creation, handle general inquiries, and understand the coordination needed with customer and regulatory agencies

Demonstrates the ability to learn PNM and industry construction and meter standards, and governmental rules and regulations

Ability to manage heavy workloads, call volume, and complete assignments within the required time frame

Exhibits the ability to learn the Company procedures and policies, and local, state, and federal regulations pertaining to the duties assigned with oversight and supervision

Knowledge of City, County, and State¿s process/inspector¿s area, and permits tied to them

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with a minimum of two years of experience, or equivalent combination of education and/or experience related to the discipline.

General working knowledge of PNM NM Banner and Microsoft Office applications. Bi-lingual and New Service Delivery experience preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

Must possess a current, legally valid driver's license and meet the company's driving record requirements.

COMMUNICATION SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos Ability to write simple correspondence Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization Ability to interact effectively and diplomatically with a wide range of individuals and in a wide range of customer situations Demonstrated ability to communicate quality, value, and respect in the eyes of the customer

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ration, and percent, and to draw and interpret bar graphs

COMPUTER SKILLS:

Basic knowledge of how to operate a computer, to competently utilize all appropriate internal software applications, such as Banner, MS Applications, PowerClerk, NSD Permit Database, InContact, WebEx, and Service Suite

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply common sense judgment and/or understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations

PHYSICAL DEMANDS:

Regularly required to stand and/or walk up to 2/3 of the time. Must frequently lift and/or move up to 30 pounds

WORK ENVIRONMENT:

Office environment

NOTE: Employees in Services Company may be responsible for providing services to various Holding Company subsidiaries and affiliates.

JOB DESCRIPTION

Electric Service Coordinator II

Salary Grade: G11

Minimum Midpoint Maximum

$42,740 - $55,562 - $68,384

SUMMARY:

Under general supervision responds and coordinates initial contact with customers requesting new electric service installation, removals, relocations, generating customer line extension requests, and processing electric service orders. Provides customer service in an effective and efficient manner by resolving customer inquiries and/or complaints professionally and courteously.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Interviews customers to acquire essential and necessary information for service orders, and offers suggestions, ideas, and/or options to ensure customers receives information pertinent to their utility needs

Proficiently takes New Service Delivery calls through the Electric Service Coordinator phone line to meet department goals and call handling expectations

Proficiently sets up service requests for new installations, removals, and relocations, utilizing and complying with all departmental processes and systems Processes electric permit information into the NSD Permit Database and NSD applications systems and continues the process by creating the appropriate inspections and orders, in a timely and accurate manner

Looks for opportunities, facilitates continuous improvement efforts by making recommendations for improving procedures

Monitors and/or provides timely and accurate information to internal and external customers on new service requests with little or no supervision or guidance

Relays service inspection information as identified by the inspector to address customer questions, and concerns regarding the results with little or no guidance

Verifies applicable/appropriate billing records and processing (e.g. monthly/quarterly reporting) with little or no supervision or guidance

Collaborates with internal and external customers to verify service order information ensuring billing accuracy

Coordinates scheduling through various applications, and dispatching of crews for new service delivery, outage information, disconnect/reconnects, processing electrical waivers and opening of equipment and/or services requests with little or no supervision or guidance

May assume role as lead to other Electric Service Coordinators if shows proficiency to do so

Completes PNM required safety courses, and have a full understanding and working knowledge of PNM policies and procedures

Actively works to improve department processes including scheduling with crews, working with inspectors, taking a current process, standardizing it, then utilizing current systems to address any gaps

Handles calls for all regions without guidance

COMPETENCIES:

Ability to interact and communicate with all internal and external customers in an effective and professional manner

Proficient working knowledge of the electric service delivery process and all areas of responsibility to address customer complaints and concerns, with guidance if needed

In depth office skills and expertise to coordinate office projects, meetings, schedules, and to complete assignments within a required time frame

Shows consistent proficiency of PNM procedures and policies within their area of responsibility

Shows consistent proficiency and working knowledge of the electrical permit process and the ability to perform related functions, which may include data/order entry, record keeping, coordination of residential service inspections, premise creation, handle general inquiries, and coordination with customer and regulatory agencies

Proficient working knowledge of PNM and industry construction and meter standards, and governmental rules and regulations, with little or no supervision or guidance needed

Shows consistent proficiency and ability to manage heavy workloads and complete assignments within the required time frame

Shows consistent proficiency and working knowledge of Company procedures and policies and local, state, and federal regulations pertaining to the duties assigned

Knowledge of City, County and States process/inspector¿s area and permits tied to them

Good communication and responsiveness to Customers

Ability to run, manage, audit, and interpret assigned reports and invoices

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED) with three to five years of experience, or equivalent combination of education and/or experience related to the discipline.

In depth knowledge of PNM NM Banner and Microsoft Office applications. New Service Delivery experience preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

Must possess a current, legally valid driver's license and meet the company's driving record requirements.

COMMUNICATION SKILLS:

Ability to read, write, and comprehend complex instructions, correspondence, and memos

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

Ability to interact effectively and diplomatically with a wide range of individuals in wide range customer situations

Demonstrated ability to communicate quality, value and respect in the eyes of the customer

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

COMPUTER SKILLS:

Knowledge on how to operate a computer, ability to utilize internal software applications, such as Banner, and MS Applications, PowerClerk, NSD Permit Database, InContact, WebEx and Service Suite, Outlook Service appointments, and Personal meeting management

Help Desk Process Understanding and Execution

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply common sense judgment understanding to carry out detailed instructions in written, oral, or diagram form.

Ability to deal with a wide range of issues/problems involving a few concrete variables in standardized situations

PHYSICAL DEMANDS:

Regularly required to stand and/or walk up to 2/3 of the time. Must frequently lift and/or move up to 30 pounds

WORK ENVIRONMENT:

Office environment

NOTE: Employees in Services Company may be responsible for providing services to various Holding Company subsidiaries and affiliates.

SAFETY AND ADA STATEMENT

Safety Statement:

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:

If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.