Market Relations Rep I

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
• 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; write complex correspondence; speak clearly and persuasively in positive or negative situations; effectively present information in one-on-one and group situations; effectively listen and get clarification in order to respond to a wide range of questions; communicate professionally and accurately with all market participants; 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; compute rate, ratio, and percent; 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; effectively resolve problems/issues involving complex issues in a wide range of situations; deal with problems involving at times limited concrete variables in standardized situations.
• Decision-Making Ability: 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
• 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

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.
• ADA Statement: If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.