ENERGY SVS REP-ASSOC - SENIOR

GRADE LEVEL: 48 - 50

DEPARTMENT : ENERGY SERVICE REQUEST

STARTING SALARY: $42,900 - $73,500. Salary is commensurate with experience.

JOB FAMILY SUMMARY PURPOSE:

Under the direction of the Supervisor, Energy Supply & Distribution Operations provides a variety of customer services, through telephone and e-mail contacts, including handling requests, inquiries on new service applications, deposits, proper rate applications, and complaints regarding EPE inspections & failed inspection charges.

EDUCATION:

Business, or an equivalent combination of training and experience. Customer Service experience in a Call Center environment preferred.

EXPERIENCE:

- 0 - 3 or more years’ experience

MINIMUM KNOWLEDGE, SKILLS & ABILITIES:

- 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.

- Excellent knowledge of El Paso Electric’s billing system, Customer Cloud Service (CCS).

- Knowledge of Microsoft Excel, Word, and the Windows Operating System

- Fluent in both English and Spanish

- Knowledge of general operations of the Company, its policies and procedures, and applicable federal and state regulations as they relate to customer service issues.

- Knowledge of general office procedures and practices, cost containment controls, budgeting, bookkeeping, positive customer service techniques, and filing systems.

- Ability to identify, analyze, research, resolve,e and document problems on customer accounts.

- Make mathematical calculations quickly and accurately.

- Ability to comprehend technical data, organize time with workload, work independently, and interact effectively with people from diverse educational, cultural, and economic backgrounds.

- 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.

- Effective verbal and written communication skills.

- Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.

- Ability to maintain a strong sense of propriety concerning confidential matters.

ESSENTIAL JOB FUNCTIONS:

- Integrates the Company’s strategic vision with all customer service activities.

- Handles inter-company and customers’ inquiries, concerns, and complaints regarding bills and services, including but not limited to:

- Relaying information on procedures, rates, how to read a meter, energy efficiency, etc.

- Interviewing customers and initiating requests for meter installation, service changes, service upgrades, and scheduling outages, etc.

- Researching concerns and complaints, analyzing data, a and determining action to be taken within established boundaries.

- Receives requests for new services from industrial, commercial, governmental, and residential customers; checks billing histories and makes determinations on necessary deposits.

- Receives requests for Net Metering & Bi-Directional meters for residential, commercial, and governmental customers.

- Receives requests for Community Solar for residential customers.

- Set up Contribution In Aid Of Construction (CIAC) accounts related to distribution line extension policies and procedures.

- Set up Lamps for industrial, commercial, governmental,l and residential customers.

- Set up Landlord Agreements for residential customers.

- 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.

- 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.

- Provides telephone coverage; assists customer(s); takes messages or routes them to the appropriate party.

- Prepares and processes purchase requisitions; orders departmental supplies as needed.

- Interprets policies based on knowledge of the Company, its policies and procedures, and applicable federal and state regulations.

- Serves as liaison between customers and various departments.

- Provides mentoring and training to co-workers and related departments.

- Maintains established performance standards for the position, depending on assigned duties.

- 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.

- Perform other related tasks that are not included, but are within the context of the duties defined.

About Us

El Paso Electric (EPE) is a regional energy provider that is engaged in generation, transmission, and distribution service to power approximately 460,000 customers in a 10,000-square mile area of the Rio Grande Valley in west Texas and southern New Mexico. We invite you to visit epelectric.com to learn more about EPE and our strategic initiatives. Join our EPE Team, and TOGETHER, we will transform the energy landscape.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).