Applications must be submitted by December 9, 2018.
Department: TNMP Retail Electrical Provider (REP) Relations
Under direct supervision, works directly with other market participants in providing usage as requested. Act as a liaison with Retail Electric Providers (REPs) in regard to Critical Care and Critical Load Customers. Fields calls and sets up Non Interval Data Recorder (NIDR) access requests.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responds to REP Relation emails and inquiries involving, but not limited to: Letter of Authorizations (LOA), Critical Care, and all transactional issues
Performs various tasks related to the MarkeTrak system
Completes various TNMP reports including: rate reports, billing reports, gains reports, Transaction Analysis Tool reports, TLSE reports, and 650 reports
Responds to correspondence related to street lights
Facilitates NIDR access requests, phone inquiries, and rate set up and maintenance in systems (including Banner and LODESTAR)
Answers emails for priority move-ins and safety net requests and completes meter changes in system
Performs billing, rebilling, and subtractive billing transactions, as well as website and email inquiries, when needed
Working knowledge of rate design and methodology with ability to communicate concepts to internal and external customers
Knowledge and understanding of all procedures, services offered, rate tariffs, rules and regulations, and applicable state and federal regulations pertaining to customer service
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
Demonstrated ability and/or skill in motivational and leadership competencies
Demonstrated ability to conduct work safely and to promote safety and compliance
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.
Ability to read and comprehend instructions, short correspondence, and memos
Ability to write correspondence
Ability to speak clearly and persuasively in positive or negative situations
Ability to effectively present information in one-on-one and group situations
Ability to effectively listen and get clarification in order to respond to wide range of 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
Ability to draw and interpret bar graphs
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. Ability to effectively resolve problems/issues involving complex issues in wide range situations. Ability to deal with problems involving at times limited concrete variables in standardized situations.
Regularly required to sit up to 2/3 of the time and 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.
Salary Grade: G11
Minimum Midpoint Maximum
$34,583 - $44,958 - $55,333
PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.