Position Summary: This position is the primary field customer relations resource, for residential and commercial customers in an assigned territory. The geographic territory assignment will typically include 40,000 to 60,000 accounts, depending on customer density and other pertinent parameters. Incumbents in this position should demonstrate a willingness to learn and build relationships and will be under close supervision and guidance. The positron requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information.

Principal Accountabilities:

1. Financial Responsibility – Exhibits fundamental understanding of rates and tariffs in order to provide billing options/explanations and tariff analysis to meet the customers’ needs. Assists in seeking additional revenue and growth opportunities. Monitor customer delinquencies to reduce charged-off accounts. Gains familiarity in preparing billing corrections to remedy inaccurate billings. Maintain accurate reporting records.

2. Technical Expertise – Possesses entry-level knowledge and understanding of the distribution electrical system. Provide service reliability and power quality explanations to assigned customers. Gains familiarity of meter technologies and their applications.

3. Energy Management – Assist customers on the effective and economical use of electric energy, including energy management tariffs. Proactively meet with assigned customers and promote products and initiatives that support our company’s strategic goals, and provide business related coordination or assistance to assigned customers. Develops a good understanding of the company’s residential and business energy efficiency programs, and market them proactively. Work closely with our energy efficiency program managers and the implementation contractors. Attend meetings, seminars, and webinars to enhance knowledge. Participate in company-sponsored marketing opportunities at trade shows and various community events.

4. Customer Relationship Management – Develop skills under the guidance of higher-level employees in order to serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities. Develops an understanding as to how to balance the needs of the customer and the company. Practice the customer experience mindset. Be actively engaged in community involvement within the assigned territory. Work primarily with residential and small commercial customers.

5. Problem Solving and Initiative – Under the guidance of higher-level employees, develop good problem-solving skills and coordinate concerns and needs between customers and other internal departments. Provide timely investigation, resolution and remediation of customer issues and complaints, with accurate documentation. Maintain compliance within Utility Commission’s guidelines. Applies basic techniques to formulate analysis of high bill complaints and provide reasonable explanations to customers. Guide customer towards possible solutions, including energy efficient equipment and practices. Assist other departments with resolving access issues. Assist Engineering with coordination of new service requirements, such as load estimation, contract acquisition, and work as liaison between the customer and the company when needed.

6. Communication Skills – Must present a professional appearance in representing the company at all times. Communicates effectively, both orally and in writing, with internal and external customers. Exhibits effective documentation skills and be is familiar with Microsoft Word. Gains comfort level in representing the Company to our internal and external customers. Demonstrates the ability to give effective oral presentations to large groups and the willingness to assist with facilitating special projects.

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