CUSTOMER SERVICE COORD-SR – El Paso Electric

Title of the Job: CUSTOMER SERVICE COORD-SR

Location: El Paso, TX

Job Description: Description :COMPANY OVERVIEWEl Paso Electric (EPE) is a regional energy provider that is engaged in generation, transmission, and distribution service to power approximately 460,000 customers in a 10,000-square mile area of the Rio Grande Valley in west Texas and southern New Mexico. We invite you to visit epelectric.com to learn more about EPE and our strategic initiatives. Join our EPE Team, and TOGETHER, we will transform the energy landscape.DATE POSTED: NOVEMBER 27, 2024, CLOSING DATE: DECEMBER 06, 2024GRADE LEVEL: 52DEPARTMENT: CUSTOMER CARESTARTING SALARY: $67,400 – $92,000 Salary is commensurate with experience.JOB FAMILY SUMMARY PURPOSEUnder the general supervision of the assigned supervisor, is responsible for the application of Company procedures and commission regulatory rules within Customer Care. Assist the supervisor with workflow issues to ensure efficient processing of customer transactions. Provide leadership and guidance to Customer Service Representatives II, which includes disseminating assignments, training new employees and monitoring performance of assigned tasks. Provide technical direction to Customer Service Representatives regarding complex customer request, assist with scheduling work and paid time off, time tracking, provide limited supervision and assist with customer service functions as required.EDUCATIONBachelor’s degree in business or an equivalent combination of training and experience.EXPERIENCE
5 or more years of experienceKEY JOB RESPONSIBILITIESMust possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without a reasonable accommodation that the essential functions of the job can be performed.MINIMUM KNOWLEDGE, SKILLS & ABILITIES: * Proficient in professional communication over all channels (phone, chat and email)

• Experience in a customer service environment or similar capacity with direct responsibility in solving complex customer request in customer relations practices and providing specific guidance and direction to staff for timely resolution of customer account issues.
• Knowledge of Customer Care systems, positive customer relations techniques, training and coaching methods, to include real-time adherence for the queues.
• Demonstrated skill and ability to comprehend and analyze technical and statistical data and initiate appropriate courses of action on assignments and customer issues to include subpoenas, property manager program performance and Green Button Connect program performance.
• Knowledge of Customer Information System functionalities as used in processing customer accounts.
• Knowledge of credit and collections principles, practices and procedures.
• Proficient skills in operating personal computers, associated software such as Word, Excel and PowerPoint.
• Skilled in preparing correspondence with appropriate grammar and punctuation, relay information clearly, concisely and logically.
• Experience and ability to provide technical direction to employees.
• Demonstrated leadership in directing, organizing and coordinating the work of others.
• Must have the ability to communicate effectively, both orally and in writing to effectively interact with people from diverse educational, cultural and economic backgrounds.
• Knowledge of city, county, state, and federal regulations regarding standards for connecting service or installation of new services in the EPE territory.
• Knowledge of Public Utility Commission of Texas Substantive Rules, New Mexico Public Regulation Commission Rules, and El Paso Electric Customer Care operating policies and procedures.
• Bilingual (English/Spanish) required.
• Ability to maintain effective working relationships with officers, managers, fellow employees, and the public.
• Ability to maintain a strong sense of propriety concerning confidential matters.

ESSENTIAL JOB FUNCTIONS * Provide leadership and guidance to Customer Service Representatives, which includes preparing and monitoring adherence to work schedules, disseminating assignments, training new employees and monitoring performance of assigned tasks.

• Renders technical direction to Customer Service Representatives regarding complex customer requests and aids with handling of escalated customer issues.
• Responsible for monitoring assigned teams performance indicators such as schedule adherence, transactions or contacts processed, call quality etc. and reports deviations to supervisor.
• Assists in coaching, providing feedback and developing the team.
• Assists supervisor with submission of timesheets, workorder tickets (ITSM), co-leading team huddles and staff meetings, and team-related activities.
• Plans, reviews, assists, and provide technical direction in the preparation of the internal reports of the department to include distribution generation (DG) and other reports as assigned by the supervisor.
• Analyzes, evaluates and advises management of deviations in Customer Care performance and recommends appropriate course of action for implementation to eliminate reoccurrence.
• Research inquiries/complaints from customers, regulatory agencies, emails, subpoenas or other incoming correspondence.
• Reviews and processes assignments (to dos) to correct or complete customer transactions to include property manager program performance and Green Button Connect program performance.
• Reviews customer information system reports to validate the accuracy of data and takes corrective action if necessary.
• Participate in testing processes when changes are made to the customer information system (CIS) and affected reports to ensure appropriate system functionality and accurate reporting.
• Keeps abreast of and ensures adherence to current local, state and government regulatory and compliance laws and rules related to customer services.
• Ensures employees are aware of safety priorities in the workplace.
• Performs special projects as assigned by management.
• Complies with all applicable Company policies, procedures and code of ethics as well as all applicable governmental laws and regulations to include employment, safety and environmental standards and regulations.
• Perform other related tasks that are not included but are within the context of the duties defined.

WORK ENVIRONMENT * The incumbents in this classification are not substantially exposed to adverse environmental conditions; primary work environment is typical of an office or administrative nature.

• May work irregular and non-standard hours.
• May require travel to Company work sites.
• May require out of town travel.

PHYSICAL DEMANDS * Sedentary work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently, or constantly to lift, carry, push, pull or otherwise move objects.

• Stooping: Bending body downward and forward by bending spine at the waist.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Crouching: Bending the body downward and forward by bending leg and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Walking: Moving about on foot to accomplish tasks.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.
• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities in which detailed or important spoken instructions must be conveyed to other workers accurately, loudly or quickly.
• Hearing: Ability to receive detailed information through oral communication and to make fine discriminations in sound, such as when making fine adjustments on machined parts.
• Repetitive motions: Substantial movements (motions) of the wrists, hands, and/or fingers.
• Standing: Particularly for sustained periods of time.
• Pushing: Using upper extremities to press against something with steady force to thrust forward, downward or outward.
• Pulling: Using upper extremities to exert force to draw, drag, haul or tug objects in a sustained motion.

If interested in applying for this position, you must apply on-line by 5:00 PM, DECEMBER 06 2024.

Company Name: El Paso Electric

Salary: $67400 – 92000 per year

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