POSTING DEADLINE
This position is posted until filled.
PREFERENCES
Experience with Meter Reading, Customer Service and Collecitons,
Field Experience Required
Must have good driving record.
JOB DESCRIPTION
Salary Grade: G10
Minimum Midpoint Maximum
$44,728 - $59,265 - $73,801
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.
SUMMARY:
Under direct supervision, provides leadership, oversees and directly participates in the completion of various Customer Service assignments. Supports and coordinates with supervisor specific daily functions including cashiering, meter reading exceptions, billing corrections/fees, service order closing process, credit and collections, and customer inquiries, to ensure responsiveness, professionalism, and customer satisfaction. Develops and monitors personnel with support from supervisor and provides information and assistance on personnel functions to include performance planning and appraisals, training, interviewing, counseling, and positive discipline.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Coordinates daily customer service activities and provides leadership for the teamProvides back-up coverage for supervisorHandles difficult customer inquiries and problemsAssists in complex/political type of customer complaints and develops resolutions or compromises that will meet the customers needs and protect the financial position of the CompanyDevelops and is responsible for day-to-day activities and work scheduleProvides feedback by answering specific questions related to daily activitiesRecommends and helps develop procedures for problem areasDelegates special assignments and projects to team members as neededProvides information and assistance on personnel actions including hiring, counseling, training, performance planning and appraisalsParticipates in committees involving administrative issuesParticipates with the Coordinates with the Customer Service Standards Committee concerning problems, enhancements, and reportingProvides feedback to supervisor and ensures that budgetary targets are met while providing quality customer serviceAssists in monitoring CSR transactions to ensure appropriate customer service quality and quantity standards are maintained
COMPETENCIES:
Knowledge of the full range of generally accepted principles and in-depth knowledge in all functions of the Customer Service OperationsAbility to handle recurring and/or special customer problems that require judgment and creativityWorking knowledge of all business office practices, company policies, rules and regulations and their relationship to governmental and regulatory agenciesAbility to interpret Company policies
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma or GED with five to seven years of experience, or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess current, legally valid driver's license and meet the Company's driving record requirements.
COMMUNICATION SKILLS:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manualsAbility to write routine reports and correspondenceAbility to speak effectively before groups of customers or employees of organization
MATHEMATICAL SKILLS:
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
COMPUTER SKILLS:
Familiarity with operation of a PC and basic word processing
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to sit, talk and listen for long periods of time. Manual dexterity required. May be required to lift/move up to 10 pounds. Vision requirements include close vision (clear vision at 20 inches or less).
WORK ENVIRONMENT:
Call center environment.
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.
Americans with Disabilities Act (ADA) Statement:
If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.
Equal employment opportunity, including veterans and individuals with disabilities.
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