Applications must be submitted by January 13th, 2019
Department: Contact Center
Given the financial nature of this position, this position may be required to obtain a credit check depending on location. If the position is covered, prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.
Under direct supervision, creates quality, value and confidence in the eyes of our customers by providing an exceptional customer experience. Effectively and efficiently answers questions and proactively resolves issues for PNM and TNMP customers related to billing, credit, payments, and outage calls. Assists leadership with coaching and special projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Resolves phone and/or written (i.e. chat, email) inquiries in an efficient, effective, professional, and courteous manner for customers and internal associates, which include challenging interactions
Knowledge of basic to intermediate customer service transactions (i.e. payment arrangements, moves, credit and collections, energy diversion, emergency orders)
Recognizes and reports safety risks for internal (i.e. field personnel) and external customers
Strong willingness to learn and become proficient in dispatching orders for TNMP Texas customers, including phone calls to TNMP technicians and other field or office personnel
Read and comprehend policy and procedures pertaining to the utility and the Public Regulations Commission rules and regulations
Identifies and reports process improvement opportunities
Addresses and effectively resolves customers energy consumption inquiries, which typically involves more complex transactions and issues
Reduces revenue losses by implementing existing business practices and demonstrated field experiences that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed
Handles some customer service inquiries via electronic channels (i.e. email, chat, social media)
Completes training as required and completes all assessments associated; department standards must be met or exceeded. Maintains statistical records as needed
Ability to apply advanced customer service understanding to carry out and apply detailed and involved written or oral instructions
Ability to effectively resolve problems/issues involving complex issues in various situations
Ability to de-escalate difficult customer situations
Ability to multi-task various systems and customer contacts (i.e. phone calls, emails, chats, social media messages)
Ability to use tact and negotiation to resolve unpaid balances, outdated information, and other business requirements
Working knowledge and understanding of all procedures, services offered rate tariffs, rules and regulations, and applicable state and federal regulations covering credit and collection practices and customer billing
Ability to speak and write clearly and persuasively in positive, negative, or complex situations
Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor
Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency
Ability to handle recurring and/or special customer problems that require judgment and creativity
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma or GED with two to three years of related/applicable experience (e.g. customer service, collections, etc), or an equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, AND REGISTRATIONS:
For customer service functions that require driving a company vehicle, must have a valid drivers license in state of residence and meet company's current driving record requirements.
Ability to read and comprehend basic instructions, short correspondence, and memos
Ability to read and comprehend policy and procedures pertaining to the utility and the Public Regulations Commission rules and regulations
Ability to translate utility terms and explanations to common terms and provide complex explanations to customers in various situations
Ability to write basic correspondence
Ability to speak clearly and persuasively in various situations
Ability to effectively listen and get clarification in order to respond to questions
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
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to effectively resolve problems/issues in a limited range of situations.
Ability to use a personal computer and database software
Basic knowledge of customer service technical systems; including: billing system, automated call dispatching, audix (telephone system), electronic mail, payroll system, keyboard tools, customer service web page, external web page
While performing the duties of this job, the employee is regularly required to sit up to 4/5 of the time and communicate effectively with others over the telephone and electronic channels. Good vision and manual dexterity required. The employee must occasionally lift and/or move up to 10 pounds.
Call Center environment.
Salary Grade: G14
Minimum Midpoint Maximum
$24,231 - $32,000- $38,769
Additional pay per hour may be available based on direct Customer Service, Call Center and/or Utility experience.
PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.