TNMP TDSP Relations Representative (Lewisville or League City, Texas) Texas New Mexico Power Job ID: 6086062 Date: 07/10/2018 Location: TNP, Dickinson, TX;TNP, Lewisville, TX Full/Part Time: Full-Time Regular/Temporary Regular POSTING DEADLINE Applications must be submitted by July 31, 2018 This posting is for one opening that will be located in Lewisville, Texas or League City, Texas DEPARTMENT Department: Rep Liaison Admin JOB DESCRIPTION SUMMARY: Under limited supervision, completes billing activities and service requests within protocol. Dispatches service orders, sets up workforce availability so service orders will go to the appropriate person. Fields emails, texts and phone calls from the Techs and Field Supervisors in regard to changes needed. ESSENTIAL DUTIES AND RESPONSIBILITIES: Performs meter reading exceptions and TX out-of-cycle exceptions Resolves service suite exceptions, including RELCs and 6RRDs Ensures proper dispatching and workforce availability Responds to phone and radio inquiries Completes swing-overs and clears open service orders; makes adjustments when incorrect fees are assessed in relation to swing-overs Completes meter changes, cancels and re-bills accounts that were billed incorrectly; completes trouble and skip reports, orders office supplies, codes and sends invoices COMPETENCIES: Knowledge of rates and fees associated with Service Orders. Ability to evaluate Service Suite Exceptions and conclude the course of action needed to resolve issues with minimal direction Ability to review readings and consumption to verify billing accuracy 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 in customer service, collections, and/or cashiering, or an equivalent combination of education and/or experience related to the discipline. COMMUNICATION SKILLS: Ability to read and comprehend complex 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 to provide complex explanations to customers in various situations 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 Ability to draw and interpret bar graphs COMPUTER SKILLS: Ability to use a personal computer and keyboard Working knowledge of word processing, spreadsheet, and database software Should be proficient in all customer service technical systems. S