As a member of an On-Demand team the Service Specialist is responsible for updating, creating and maintaining service requests, SIO orders, inspection tags for new lines construction as well as creating invoices and adjustments in the billing of charges to the customer. The Service Specialist works with moderate supervision and a high degree of accuracy performing tasks in support of Lines core business practices regarding the construction and maintenance of the Distribution Lines System for internal and external customers.
A Service Specialist II fulfills all functions of a Service Specialist I, but with limited supervision, and is responsible for assisting the distribution designers by creating construction, emergency, and accident work orders, as well as uploading design to work order conversion. He/she maintains balance of the non-metered systems and is responsible for following all Sarbanes-Oxley (SOX) procedures related to work order reconciliation.
Typical duties include:
- Resolve or route to the appropriate resource work from external customer and those that are initiated by the customer service center (CSC).
- Create service requests from information provided by CSC and assign resources to complete the requested work.
- Create technical data related to field devices used for customer billing, create new customer accounts, and dispatch orders to field personnel for commercial, industrial, residential and agricultural customers.
- Receive maintenance requests from Troublemen, Line Crews, and other field personnel and based upon these requests write model work orders assuring correct property units are reflected as issued and correct FERC accounting is used.
- General working knowledge and appropriate application of Rule H customer charges assists
- Distribution Designers to prepare model work orders and dispatch field personnel to complete customer funded construction or maintenance work including the installation removal and transfer of property units. Assist distribution designers by billing CIAC’s and engineering fees, converting designs to work order, and schedule for construction.
- Assist customers, electricians, and builders who are inquiring about new facilities.
- Create, maintain, and monitor customer funded line extension packets, including account setup
- Work with Damage Claims Department to ensure proper charges of damage caused to IPC’s electrical system, includes writing and reconciling work orders, verifying charges for customer billing and litigation purposes, coordinating information transfer to the correct department.
- Reconcile model work orders according to SOX requirements; validate vehicle and employee time charge as well as confirming issued, returned and transferred material. Additionally, ensure customers are charged correctly through the appropriate application of Rule H customer charges. This requires significant detail orientation and knowledge of appropriate accounting practices.
- Perform maintenance of the customer information system by monitoring exceptions/errors that occur during the automated order completion process, correct exceptions/errors and restart workflow. This also includes updating customer information and technical master data in the
Customer Information System, troubleshoot and communicate system errors and participate in modifying procedures to eliminate errors.
- Works weekly and monthly reports in regards to customer to transformer ties and 10/30 day pending service notifications.
- Create redlines with changes reflecting installation, replacement and removal of devices.
REQUIRED SKILLS
Knowledge of:
SOX guidelines governing financed work orders, basic material processes, customer billing, protecting customer information, basic electricity principles, customer satisfaction indicators, the Public Utility Commission, lines core processes. General knowledge of mapping symbols, basic accounting principles. Knowledge of Idaho Power Company including: General rules and regulations; general ledger (FERC) accounts, rate schedule and tariff guidelines. Knowledge of customer information systems, including application of account processing charges, meter reading and billing schedule. Rates including, Rate 01, 07, 09, 19, 24, 40, 41, 42, 15, 66. Application knowledge of Passport/Asset Suite; Customer Information System, and standard SharePoint functionality, city permit websites, and county assessors websites.
Skills in:
Effective communication, building productive work relationships, critical thinking, working in a team and independently, assist with the training and mentoring of new Service Specialists.
Ability to:
Understand the interdependence of processes and impact to other work groups. Documentation of work progress. Analyze data and make conclusions
MINIMUM REQUIREMENTS
Education:
- High school diploma or GED.
Experience:
- Level I -At least two years, Level II- at least five years (including two recent years as a Service Specialist I or equivalent customer operations experience) of customer service related experience in a business or related industry, using the MS Office suite, Asset Suite software module or equivalent, experience using time entry, accounts payable and inventory management software applications.
- Prefer prior Utility experience.
ADDITIONAL INFORMATION
- Dependent upon location, in addition to above duties, may pay bills, maintain office supply inventory, deposit meter specialist collections, act as Record Retention Coordinator, maintain filing for work orders, enter vehicle mileage, assist with walk-in customers.
- Service Specialist II : assists with technical support and process improvement projects.
ADDITIONAL REQUIREMENTS
- Occasional travel and overnight stays will be required.
- Progression to Service Specialist II is based upon candidate meeting all minimum requirements and successful completion of independent assessment by a Service Specialist Technical Advisor.
Idaho Power is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to sex, race, age, disability, religion, national origin, color, sexual orientation, gender identification, protected veteran status, or any other protected class.
If you have questions, or require assistance or accommodation to complete the online application, please contact us at:
Phone : 208-388-2965 or Email
: jobs@idahopower.com
Co
mpetencies:
Customer Focus, Communication, A
daptability, Applied L
earning, Quality Orientation, Decision Making, Managing Work (includes Time Management), and Follow-Up.
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