REP-CUSTOMER SERVICE II
4.
1 El Paso, TX El Paso, TX Full-time Full-time $25.
49 an hour $25.
49 an hour 4 days ago 4 days ago 4 days ago COMPANY OVERVIEW El Paso Electric Company is a regional electric utility providing generation, transmission, and distribution service to more than 443,000 retail and wholesale 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 our website to learn more about our 120-year history, discover our plans for transforming the energy landscape, and encounter great opportunities with El Paso Electric.
DATE POSTED:
NOVEMBER 22, 2023 CLOSING DATE:
DECEMBER 01, 2023 GRADE LEVEL:
Union DEPARTMENT:
Customer Care HOURLY PAY RATE:
$25.
49 JOB SUMMARY PURPOSE Under the direction of the Supervisor- Energy Consulting will process customer requests in English and Spanish via multiple communication channels.
Representatives will perform outbound calling to proactively address customer situations.
Representatives will evaluate customer accounts to determine root cause issues.
EDUCATION Associate degree in business; or an equivalent combination of education, training and experience.
Customer Service experience in a call center environment preferred.
EXPERIENCE 5 or more years of experience KEY JOB RESPONSIBILITIES Must 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:
Customer Service experience working with customers, via traditional or digital communication channels, in a call center or similar environment.
Demonstrated positive customer experience skills.
Must be able to speak and write fluently in English and Spanish.
(bilingual required) Ability to use a personal computer including applications such as Word and Excel.
Skills and knowledge in mathematics to include the ability to calculate and apply percentages, ratios, and mathematical formulas.
Ability to comprehend technical data, organize time, work independently, and interact effectively with people from diverse educational, cultural and economic background.
Ability to identify, analyze, research, resolve and document problems on customer accounts.
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 Integrates the Company's strategic vision in all customer service activities.
Engage customers through various communication channels such as telephone and digital platforms.
Handles all types of customer inquiries.
Stay abreast of all special programs, rates, and incentives available to customers.
Proactively perform outbound calling to customers.
Assist small and midsize business customers with anything related to their electric bill, start/stopping service, energy efficiency programs and outages.
Provide back up to the residential contact center during high wait times.
Handle customer escalations that are submitted to public utility commissions and other executive bodies.
Troubleshoot customer-facing technology such as the customer portal and mobile app.
Process complex workflows that require case management and/or follow up such as crossed meters, AMI opt out, etc.
Handles small renewable interconnection applications.
Provide information on electric vehicle inquiries.
Prepares correspondence explaining reasons for high bills, billing errors, services available, etc.
Review reports and system generated errors and correct discrepancies on customer account.
Review and analyze customer accounts with discrepancies to determine root cause.
Documents customer's transaction by entering notes on customer's account.
Actively participates in complex projects as assigned.
Serves as liaison between customers and internal departments.
Keeps updated on applicable regulatory, operational and procedural issues as they relate to Customer Care in both Texas and New Mexico.
Maintains established performance standards for the position depending on assigned duties.
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.
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 in order to thrust forward, downward or outward.
Pulling:
Using upper extremities to exert force in order 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 01, 2023.
Associate degree in business; or an equivalent combination of education, training and experience.
Customer Service experience in a call center environment preferred.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
1 El Paso, TX El Paso, TX Full-time Full-time $25.
49 an hour $25.
49 an hour 4 days ago 4 days ago 4 days ago COMPANY OVERVIEW El Paso Electric Company is a regional electric utility providing generation, transmission, and distribution service to more than 443,000 retail and wholesale 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 our website to learn more about our 120-year history, discover our plans for transforming the energy landscape, and encounter great opportunities with El Paso Electric.
DATE POSTED:
NOVEMBER 22, 2023 CLOSING DATE:
DECEMBER 01, 2023 GRADE LEVEL:
Union DEPARTMENT:
Customer Care HOURLY PAY RATE:
$25.
49 JOB SUMMARY PURPOSE Under the direction of the Supervisor- Energy Consulting will process customer requests in English and Spanish via multiple communication channels.
Representatives will perform outbound calling to proactively address customer situations.
Representatives will evaluate customer accounts to determine root cause issues.
EDUCATION Associate degree in business; or an equivalent combination of education, training and experience.
Customer Service experience in a call center environment preferred.
EXPERIENCE 5 or more years of experience KEY JOB RESPONSIBILITIES Must 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:
Customer Service experience working with customers, via traditional or digital communication channels, in a call center or similar environment.
Demonstrated positive customer experience skills.
Must be able to speak and write fluently in English and Spanish.
(bilingual required) Ability to use a personal computer including applications such as Word and Excel.
Skills and knowledge in mathematics to include the ability to calculate and apply percentages, ratios, and mathematical formulas.
Ability to comprehend technical data, organize time, work independently, and interact effectively with people from diverse educational, cultural and economic background.
Ability to identify, analyze, research, resolve and document problems on customer accounts.
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 Integrates the Company's strategic vision in all customer service activities.
Engage customers through various communication channels such as telephone and digital platforms.
Handles all types of customer inquiries.
Stay abreast of all special programs, rates, and incentives available to customers.
Proactively perform outbound calling to customers.
Assist small and midsize business customers with anything related to their electric bill, start/stopping service, energy efficiency programs and outages.
Provide back up to the residential contact center during high wait times.
Handle customer escalations that are submitted to public utility commissions and other executive bodies.
Troubleshoot customer-facing technology such as the customer portal and mobile app.
Process complex workflows that require case management and/or follow up such as crossed meters, AMI opt out, etc.
Handles small renewable interconnection applications.
Provide information on electric vehicle inquiries.
Prepares correspondence explaining reasons for high bills, billing errors, services available, etc.
Review reports and system generated errors and correct discrepancies on customer account.
Review and analyze customer accounts with discrepancies to determine root cause.
Documents customer's transaction by entering notes on customer's account.
Actively participates in complex projects as assigned.
Serves as liaison between customers and internal departments.
Keeps updated on applicable regulatory, operational and procedural issues as they relate to Customer Care in both Texas and New Mexico.
Maintains established performance standards for the position depending on assigned duties.
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.
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 in order to thrust forward, downward or outward.
Pulling:
Using upper extremities to exert force in order 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 01, 2023.
Associate degree in business; or an equivalent combination of education, training and experience.
Customer Service experience in a call center environment preferred.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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