Member Relations Control Center Specialists
Position Closes on
This position works a DuPont schedule (rotating shift work) to include, days, evenings, overnights, weekends, and holidays.
Position
Summary:
This position is the liaison between the Control Center and Operations to provide 24/7 support to the membership in support of the Cooperative s strategic initiatives.
Essential Duties and
Responsibilities:
- Provide and maintain accurate, complete and concise records of member interactions and transactions regarding service orders and requests, collections and complaint resolution
- Monitor conditions that could negatively impact reliability and identify a resolution
- Anticipate and track conditions that could affect operations, such as weather changes
- Utilize the distribution mapping system for service order assignments and research
- Maintain proficiency with the Customer Information System (CIS), SmartTrack, Meter Data Management and Mobile Workforce processes to verify and analyze customer account information
- Maintain gate codes for subdivisions and member addresses
- Determine and post applicable fees associated with service orders or electric service
- Manage multiple SmartTrack perspectives to monitor service order status, appropriate workgroup designation and assign tasks to resources for further review
- Review location and billing information, verify charges and complete service orders
- Maintain knowledge in the Cooperative s tariffs, business rules and bylaws for billing records
- Monitor the CIS service order auto close process and correct unsuccessful order completion
- Effectively explain and make sound decisions based on the Cooperative s policies and procedures
- Review Meter History, Location History, Light Equipment and Billing History for billing issues
- Research and troubleshoot billing issues and discrepancies that affect the integrity of the system and member accounts
- Perform detailed analysis and manipulation of data for downloading records into Excel spreadsheets
- Prepare complex billing adjustments for meter exchanges, incorrect agreement dates and complicated meter swaps
- Recommend solutions to solve multiple problems with varying degrees of complexity, and set precedence for solving complex problems within the CIS
- Reconcile open past due service order report
- Evaluate open collection orders to determine if further action is needed
- Assess remote meter task failures and take appropriate action in the TWACS system
- Enter Disconnect Non-Pay activity in Mobile Workforce for failed tasks
- Review landlord, light, membership and deposit records for disconnected collection orders
- Final bill disconnected collection orders that did not reconnect
- Review service order workflows for best practices and submit changes to the Information Technology Department
- Prepare light repair orders for members with multiple lights
- Assist members with online and IVR issues
- Notify and assist district personnel on outages and emergency conditions
- Recognize potential field safety hazards based on information provided by the member
- Respond to emergency calls received from the membership
- Communicate with other departments
- Perform quality assurance on service orders for rate, sales tax, franchise fee, landlord, service location, and equipment setup
- Serve as subject matter expert on committees and special projects for service order, mobile workforce and Outage Management System (OMS) workflows
- Collaborate with management in order to communicate account issues regarding the membership
- Identify issues and recommend standardized service order processes to Member Relations and Operations management
- Research meter issues identified through reports, and prepare adjustments for meter or security light issues to effectively manage loss prevention
- Provide real-time callbacks to members who enter service incidents in the OMS by trouble shooting technical service related issues
- Utilize OMS to enter power outages reported, determine outage type and route appropriately
- Scan, attach and properly categorize documents in accordance with records retention and guidelines
- Utilize the Resource Management and Call-out system
- Embrace new approaches and discover ideas to create a better member experience
- Effectively collaborate with other departments to develop and strengthen business relationships
- Participate in the outage restoration process
- Recognize and report safety and security issues
- Provide support and mentorship to ensure a strong sense of collaboration and engagement across the organization
- Maintain the security of confidential information
- Stay abreast of advances in technology
Supervisory and/or Leadership
Responsibilities:
May provide technical leadership to others
Knowledge, Skills and Abilities:
- Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data, configuration, or processing information
- Knowledge of principles and processes for providing customer service
- Skilled in time management
- Skilled in prioritizing and managing changing priorities
- Ability to accurately perform required tasks and meet deadlines
- Ability to work independently and autonomously
- Ability to make spontaneous, sound and reasonable judgement calls when researching and seeking resolution to reported issues
- Ability to multi-task
- Ability to communicate effectively verbally and in writing
- Ability to listen and understand information verbally and in writing
- Ability to anticipate, identify, analyze and resolve conflicts and problems
Minimum Qualifications (Education, Experience, Certification, & Licensure):
- High School Diploma
- Associate s Degree OR
- Two years of directly related experience
- Directly related experience may substitute for education
- Minimum of four years of Member Relations Analyst experience
- Valid Driver s License
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- The employee may be required to stand; reach with hands and arms, stoop and kneel
- The employee may be required to sit or stand for long periods of time
- The employee may be required to lift, carry, push, pull or move up to 25 pounds
- The employee may be required to travel
- The employee may be required to work after hours call out
- Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period
- This position may be required to work more than 40 hours per week
- This position may require shift work
This position works a DuPont schedule (rotating shift work) to include, days, evenings, overnights, weekends, and holidays.
Pedernales Electric Cooperative is an Equal Opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation and gender identity.
Estimated Salary: $20 to $28 per hour based on qualifications.
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