POSTING DEADLINE
This position is posted until filled.
DEPARTMENT
Department: Customer Interconnection
JOB DESCRIPTION
Electrical Services 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.
JOB DESCRIPTION
Electrical Services 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
Electrical Services 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 obs...
