Market Relations Rep I

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Rep Liaison Admin

JOB DESCRIPTION

Market Relations Rep I

Salary Grade: G11

Minimum Midpoint Maximum

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

SUMMARY:

Under limited supervision, completes billing and service order request activities within market-defined protocol. Acts as a liaison with TDSP field technicians, Retail Electric Providers (REPs) and end use customers to ensure compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Corresponds, both verbally and written, with Retail Providers, TNMP, ERCOT and end use customers to address service order and billing related inquiries and issues

Reviews and resolves MarkeTrak issues

Reviews and resolves all CIS related exceptions through completion, including service order and meter reading

Ensures service orders are dispatched and completed timely and accurately

Reviews and reconciles various reports to ensure market and tariff compliance

Reviews and monitors market participant Safety Net requests

Processes Letter of Authorizations (LOA) and Critical Care requests

COMPETENCIES:

Working knowledge of rate design and methodology with ability to communicate concepts to internal and external customers

Knowledge and understanding of all market procedures, services offered, tariffs, market rules and regulations, and applicable state and federal regulations pertaining to TNMP and REP Relations

Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor

Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations

Ability to respond to customer requests for service and/or assistance with a sense of urgency

Ability to evaluate day-to-day processing and exceptions and conclude the course of action needed to resolve issues with minimal direction

Ability to effectively handle concurrent assignments

Strong knowledge of MarkeTrak system procedures and protocols

Demonstrated ability to conduct work safely and to promote safety and compliance

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with three to five years of related experience in customer service, collections, and/or cashiering, or an equivalent combination of education and/or experience related to the discipline.

COMMUNICATION SKILLS:

Ability to read and comprehend instructions, short correspondence, and memos

Ability to write complex correspondence

Ability to speak clearly and persuasively in positive or negative situations

Ability to effectively present information in one-on-one and group situations

Ability to effectively listen and get clarification in order to respond to a wide range of questions

Ability to communicate professionally and accurately with all market participants

Ability to read and comprehend policy and procedures pertaining to the utility and the Public Utility Commission rules and regulations

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

Ability to draw and interpret bar graphs

COMPUTER SKILLS:

Ability to use a personal computer and keyboard

Working knowledge of word processing, spreadsheet, and database software

Proficiency in all customer service technical systems: billing, telephone, electronic mail, payroll, emergency order response, customer service web page, and external web page

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply in-depth customer service understanding to carry out detailed and at times involved written or oral instructions. Ability to effectively resolve problems/issues involving complex issues in a wide range of situations. Ability to deal with problems involving at times limited concrete variables in standardized situations.

DECISION MAKING:

Ability to make sound decisions that support the Company's goals and missions as they pertain to tariff and market requirements

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office environment.

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.