Residential Energy Services Consultant

We Energies, a subsidiary of WEC Energy Group, is seeking a Residential Energy Services Consultant in Delafield, Wisconsin. This position is represented by We Energies L2150 Union.

About the role

As the primary customer contact, the RESC proactively and reactively responds to the sales and service needs of residential and small commercial customers including service delivery, outages, energy quality issues, new services (permanent and temporary), outdoor lighting, rewires, relocations, hold-off clearances, removals (permanent and temporary), cut-offs, metering, client jobs, and billing inquiries for gas and electric customers.

Responsibilities

• Contact, establish, and maintain relationships with both new and current customers to discuss their wants, requirements, and service concerns
• Work with homeowners, developers, contractors, consultants, engineering firms, and municipalities to establish new or expanded service
• Consult with customers on service options and corresponding prices
• Create and cancel work requests, send applications and other correspondence to customers, builders, and contractors
• Coordinate installation with internal and external resources, negotiate timelines and required-by dates
• Request plot surveys, boundary lines, and other missing information on work requests
• Manage customer contact and expectations for service delivery by identifying and resolving potential issues to completion
• Proactively manage internal work requests by identifying and resolving potential issues to completion
• Provide notification for planned outages to affected customers
• Respond to rate evaluations, bill inquiries, and various service functions
• Initiate customer referrals and promote participation in various company programs, energy efficiency, Focus on Energy, and conservation measures
• Determine availability of service and apply standard cost guide information to give customers general cost estimates for new service, rewire, relocation, deactivations, or removal
• Determine need for site visits and assign design or site visits to appropriate personnel
• Act on requests for site visits from central groups, customer contact centers, and customers to gather field information or determine if a job is design or non-design
• Provide answers to technical questions from construction crews, customers, and others
• Identify options and alternatives to customer requests for service work
• Perform gas energy audits and apply economic models for gas sales and gas main estimates
• Share locations for potential new building, pool or deck sites, drain tile locations, etc.
• Process annexation orders and request addresses to be designated and assigned by municipalities for new premises
• Respond to meter requests and removals, prepare documents for Meter & Service
• Coordinate and schedule customer or company-requested outages, hold-offs, including client jobs
• Report emergency or outage information for gas and electric facilities to the appropriate service department
• Respond to notification of customer equipment violations or hazards by composing, scanning into STORMS, distributing letters to customers or municipalities, and following up for possible corrective actions
• Coordinate, conduct, participate in, and track site utility meetings for new residential or small commercial developments
• Manage and record customer expectations regarding project timelines
• Provide customers, developers, and builders with appropriate contacts and applications or paperwork
• Monitor schedules and provide ongoing communication of job status to all parties involved
• Reconcile needs between customer, company, and municipalities to resolve conflicts regarding service needs
• Update and manage database information, e.g., managing work queues, documenting customer contacts
• Respond to customers regarding outages and be available for emergency or storm duty roles
• Investigate and resolve customer inquiries or complaints
• Provide back-up support to expediting and ESC staff
• Walk permits to ensure on-time delivery for small commercial or residential service

Requirements

• Associate degree (or equivalent education) in engineering, marketing, business administration, project management, or finance
• In lieu of an associate degree, four years of Wisconsin Field Operations experience including customer service and clerical support
• At least three years of customer contact experience
• Valid driver’s license and meet the company’s requirements for driving
• Official transcripts are required and should be submitted at the time of application or provided to HR within ten days of the posting closing date

Testing Requirements

• Energy Services Consultant Presentation Exercise (ESCP): An interactive exercise in which the applicant will review data and make a brief presentation and answer questions from the panel. Competencies being measured are communication and presentation skills; customer service orientation; interpersonal presence; and overall performance.
• Sales and Marketing Structured Interview (SMSI): Relevance of training and experience as related to the job, customer service orientation, sales and marketing skills, and communication skills.

Pay

The pay range reflects the minimum and maximum for the position at the time of posting and may be modified in the future. The starting salary or pay within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs.

• Minimum Posting Range: $29.05 per hour
• Maximum Posting Range: $48.41 per hour