Electrical Services Coordinator I - Sr

This position is posted until filled.

About the role

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.

Responsibilities

• Interviews customers to acquire essential and necessary information for service orders, and offers suggestions, ideas, and/or options to ensure customers receive 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 has 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.

Skills

• 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 State 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.
• 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 a wide range of customer situations.
• Demonstrated ability to communicate quality, value, and respect in the eyes of the customer.
• 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.
• Knowledge of how to operate a computer, ability to utilize internal software applications, such as Banner, and MS Applications, PowerClerk, NSD Permit Database, InContact, WebEx, Service Suite, Outlook Service appointments, and Personal meeting management.
• Help Desk Process Understanding and Execution.
• 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.

Qualifications

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

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.

Pay

Salary Grade: G11
Minimum: $42,740
Midpoint: $55,562
Maximum: $68,384