Job description
Date: May 5, 2023
Location: Los Lunas, New Mexico, US, 87031
Company: TECO
Ignite your career with New Mexico Gas Company!
By joining the NMGC family, you can count on a safety-focused work environment, competitive pay and benefits and opportunities for training and personalized development to ignite your career. We embrace diversity and the inclusion of all; our difference, unique perspectives and talents are our strengths and integral to the success of our company.
New Mexico Gas Company is a member of the Emera family of energy companies which also includes Tampa Electric, TECO and Peoples Gas.
Title: Customer Service Rep/Customer Service Rep Sr.
Company: New Mexico Gas Company
Location: Los Lunas
State and City: New Mexico - Los Lunas
Shift: 8 Hr. X 5 Days
This position will be open to Internal and External applicants and will close on Friday, May 12, 2023.
The Customer Service Rep position pays between $40,400.00 to $50,500.00, and the Customer Service Rep Senior position pays between $46,120 to $57,650. Placement in any level is based on skills, experience and education of the successful candidate.
PREFERENCE
Spanish Speaking is a plus
Customer Service Rep
SUMMARY
Under general supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location
- Develops proficiency in the majority of customer service technical transactions and gains a working knowledge of complex customer service transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, billing (edits, service order exceptions), miscellaneous adjustments, budget billing, and emergency response
- Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates
- Reduces revenue losses by implementing existing business practices 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
- Successfully completes all training and associated assessments; department standards must be met or exceeded
- Provides professional and courteous customer service to effectively resolve various energy consumption inquiries via person-to-person or telephone contacts
- Detects, investigates, and collects revenue from energy diversions, as applicable or assigned
- Actively manages, preps for and troubleshoots DNPs or may assist in preparation of customer notices, as needed or assigned
- May provide on-the-job training or formal training classes on related customer service subjects as directed by management in a limited range of topics and may serve as a specialist in development of customer service training, as applicable or assigned
COMPETENCIES
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 effectively respond to customer requests for service and/or assistance with a sense of urgency
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
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE
High school diploma or GED with one to three years of related/applicable experience (e.g. customer service, collections, cashiering, etc.), or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS
Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.
COMMUNICATION SKILLS
Ability to read and comprehend general instructions, short correspondence, and memos
Ability to write general correspondence
Ability to speak clearly and persuasively in positive or negative situations
Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization
Ability to effectively listen and get clarification, in order to respond to questions
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
Ability to use a personal computer, and database software
Ability to gain proficiency in the majority of customer service technical systems; systems include: billing system, automated call dispatching, telephone system email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company web site
ANALYSIS AND PROBLEM-SOLVING ABILITY
Ability to apply customer service understanding to carry out detailed but uninvolved written or oral instructions. Ability to effectively resolve a range of simple to complex problems/issues in various situations.
PHYSICAL DEMANDS
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.
WORK ENVIRONMENT
Office/field environment.
Senior Customer Service Rep
SUMMARY
Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location
- Fully proficient in all customer service technical transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, , service order completions, miscellaneous adjustments, budget billing, and emergency response
- Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates
- Reduces revenue losses by implementing existing business practices 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
- Successfully completes all training and assessments; department standards must be met or exceeded
- Addresses and skillfully resolves customers energy consumption inquiries via person-to-person or telephone contacts which typically involves the most complex transactions and issues
- Detects, investigates, and collects revenue from energy diversions as applicable or assigned
- Actively manages, preps for and troubleshoots disconnections for non-payment or may assist in preparation of customer notices, as needed or assigned
- Provides professional, courteous and effective customer interactions, which often includes engaging in a wide-range of difficult/challenging customer interactions
- Provides on-the-job training or formal training classes on wider-range of related customer service subjects as directed by management and may serve as a specialist in development of customer service training, as applicable or assigned
- Coordinates daily work activity or daily customer service activities as directed to assist supervisor
- Provides assistance to other customer care employees regarding technical inquiries (person to person or telephone contact)
- May perform work for operations, including red tags, leak logs, entry of meter tests, contract non-utility payments for Gas Advantage Program (GAP), mainline extensions and yard line payments
- Assists on special projects, when assigned
COMPETENCIES
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 effectively respond to customer requests for service and/or assistance with a sense of urgency
In-depth knowledge and understanding of all procedures, services offered, all rate classes, billing procedures, service order procedures, credit and collection procedures and practices, collections, bankruptcies, and diversion investigations to include negotiation settlements with customers on appropriate rates, as applicable
Demonstrated ability and/or skill in motivational and leadership competencies
Ability to handle recurring and/or special customer problems that require judgment and creativity
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE
High school diploma or GED with three to five years of related experience (e.g. customer service, collections, cashiering, etc.), and the successful completion of any and all required training, or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS
Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.
COMMUNICATION SKILLS
Ability to read and comprehend complex instructions, short correspondence, and memos
Ability to write complex correspondence
Ability to speak clearly and persuasively in positive or negative situations
Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization
Ability to effectively listen and get clarification, in order to respond to wide range of questions
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
Ability to use a personal computer and database software
Proficiency in all customer service technical system; systems include: billing system, automated call dispatching, telephone system, email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company website
ANALYSIS AND PROBLEM-SOLVING ABILITY
Ability to apply an expert 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.
PHYSICAL DEMANDS
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.
WORK ENVIRONMENT
Primarily office environment.
New Mexico Gas Company (NMGC) offers a competitive Benefits package!!
Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs and more!
NMGC and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our NMGC customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.
New Mexico Gas Company, Inc. (NMGC) is proud to be an Equal Opportunity Employer.
NMGC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.
In order to provide equal employment and advancement opportunities for all individuals, employment decisions at NMGC will be based on skills, knowledge, qualifications and abilities.
Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
ADA policy
It is the policy of NMGC to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.
Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
Employment for this position will be contingent upon the successful completion of pre-employment requirements, which include a background screen and drug test. Also, pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.
Nearest Major Market: Albuquerque
Job Segment: Customer Service Representative, Testing, Database, Customer Service, Technology
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