Given the financial nature of this position, this position has been defined as a position requiring a credit check. Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

SUMMARY:

Under limited supervision, creates quality, value and confidence in the eyes of our customers by safely collecting and/or negotiating arrangements for payment of arrears from commercial and residential customers by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Answers and responds to phone calls, e-mails and other correspondence, and processes service orders pertaining to electric or gas credit and collections issues

Collects arrears or disconnects electric and/or gas service for non-payment on the customer¿s premises

Drives or walks assigned route and contacts customers directly at their property

Coordinates property access with police, utility service department, and/or animal control in dangerous or threatening situations

Accepts payments from customers in the field

Detects, investigates, and collects revenue from energy diversions

Visually inspects equipment to determine physical tampering or energy diversion

Terminates diverted power; secures and removes meter equipment

Reports tampering to Energy Diversion department and credit management

Delivers notices and actively manages DNPs and may assist in preparation of customer notices

Properly manages all payments received and completes appropriate paperwork to ensure that payment is properly credited to customer¿s account, in accordance with all applicable company policies

Documents customer accounts and notes required conditions for re-connection of service

Provides professional, courteous and effective customer interactions, which often includes interacting with angry, hostile, and/or aggressive customers

Conducts regular vehicle inspections and adheres to scheduled maintenance ensuring safe operation and extended life of vehicle

Attends training as required. Department standards must be met or exceeded

Complies with all PNM policies, procedures and practices

COMPETENCIES:

Ability to effectively respond to difficult or emotional customer situations, while maintaining a professional and courteous demeanor

Ability to respond promptly to customer needs and solicit customer dialog to exceed service expectations

Ability to accurately read and determine electric and gas consumption

Ability to effectively address customer requests for service and assistance

In-depth knowledge and understanding of all credit and collection procedures and has the ability of interpret company policies

In-depth knowledge and understanding of all rate classes, billing procedures, service order procedures, credit and collection procedures and practices, collections, bankruptcies, diversion investigations to include negotiation settlements with customers on appropriate rates

Ability to handle recurring and/or special customer problems that require judgment and creativity

Ability to work effectively and independently with limited supervision

Ability to comply with DOT regulations

Knowledge of NMPRC rules concerning credit standards

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with three to five years of experience of related/applicable experience (e.g. customer service, collections, cashiering, etc.), or an equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, AND REGISTRATIONS:

Must have a valid New Mexico driver¿s license and meet PNM¿s current driving record requirements.

COMMUNICATION SKILLS:

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

Ability to write complex correspondence

Ability to effectively communicate information in one-on-one and group situations to customers and/or other employees of the organization

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:

Ability to use a personal computer and database software

Should be proficient in all customer service technical systems. Systems include: billing system, ACD ¿ audix (telephone system), electronic mail, payroll system, emergency order response system, customer service web page, PNM 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 a wide range of complex problems/issues involving a wide range of situations.

PHYSICAL DEMANDS:

While performing the essential functions of this job, the employee may stand and/or walk up to 70% of the time depending on the assigned routes.

Manual and physical dexterity required and the ability to stoop, kneel, crouch, crawl, jump, climb, operate a hand-held data capture device and/or operate a vehicle.

Physical ability to talk and listen.

Ability to lift and/or maneuver up to 25 pounds.

Must be able to read meters accurately at various distances of up to 150 feet with binoculars.

Must be able to work and be exposed to inclement weather conditions.

WORK ENVIRONMENT:

Outdoor environment. Exposed to inclement weather conditions. Must be able to deal effectively with people and animals.

DEGREES:

HS Diploma or Gen Ed Diploma

JOB DESCRIPTION CONTINUED

This job description must be read in concert with the Administrative Section of the Union Job Description Manual.

DOT STATEMENT

This position performs one or more covered or "safety sensitive" tasks that are regulated by the Department of Transportations (DOT) natural gas pipeline or commercial motor vehicle driver related regulations. Both types of jobs require that all individuals meet specific criteria, training, and pre-employment qualifications as defined by the DOT, which may include physical examinations and/or successful background information as required for the specific job.