ESSENTIAL DUTIES AND RESPONSIBILITIES:
Answers and responds to phone calls, e-mails and other correspondence, and processes service orders pertaining to credit and collections issues
Collects past due payment or disconnects service for non-payment on the property
Drives or walks assigned route and contacts customers directly at their property
Coordinates property access with police, utility service department, and/or animal control in dangerous or threatening situations
Inspects and investigates equipment, reports and terminates diverted energy, secures and removes meter equipment, and collects revenue from energy diversions
Delivers notices and actively manages disconnects for non-payment (DNP) and may assist in preparation of customer notices
Properly manages all payments received and completes appropriate paperwork to ensure that payment is properly credited to customer account
Documents customer accounts and notes required conditions for re-connection of service
Conducts regular vehicle inspections and adheres to scheduled maintenance ensuring safe operation and extended life of vehicle
COMPETENCIES:
In-depth knowledge and understanding of all credit and collection procedures
In-depth knowledge and understanding of all rate classes, billing procedures, service order procedures, credit and collection procedures and practices, collections, bankruptcies, diversion investigations to include negotiation settlements with customers on appropriate rates
Knowledge of New Mexico Public Regulation Commission rules concerning credit standards
Ability to comply with Department of Transportation (DOT) regulations
Ability route work using street maps
Ability to effectively respond to difficult or emotional customer situations, while maintaining a professional and courteous demeanor
Ability to respond and address customer needs or requests and solicit customer dialog to exceed service expectations
Ability to accurately read and determine gas consumption
Ability to handle recurring and/or special customer problems that require judgment and creativity
Ability to work effectively and independently with limited supervision
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma or GED with three to five years of related customer service, collections, or cashiering experience, or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must at all times possess a valid driver’s license and meet the acceptable driving record requirements of the Company.
Must be able to obtain and maintain all applicable Operator Qualifications (OQs).
COMMUNICATION SKILLS:
Ability to read and comprehend street maps, complex instructions, policies, short correspondence, and memos
Ability to effectively communicate information in one-on-one and group situations
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 and to draw and interpret bar graphs
COMPUTER SKILLS:
Ability to use a personal computer and database software
Ability to use all customer service technical systems
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply in-depth customer service understanding to carry out detailed and at times involved written or oral instructions. Ability to effectively resolve a wide range of complex problems/issues involving a wide range of situations.
PHYSICAL DEMANDS:
May be required to stand and/or walk up to 70% of the time depending on the assigned routes. Manual and physical dexterity required and the ability to stoop, kneel, crouch, crawl, jump, climb, operate a hand-held data capture device and/or operate a vehicle. Physical ability to talk and listen. Ability to lift and/or maneuver up to 25 pounds. Must be able to read meters accurately at various distances of up to 150 feet with binoculars. Must be able to work and be exposed to inclement weather conditions and animals.
WORK ENVIRONMENT:
Outdoor environment.
SALARY RANGE
$15.05/hr – $20.07/hr
EQUAL OPPORTUNITY STATEMENT
New Mexico Gas Company is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.
DOT STATEMENT
This position performs one or more covered or “safety sensitive” tasks that are regulated by the Department of Transportation (DOT) natural gas pipeline or commercial motor vehicle driver related regulations. Both types of jobs require that all individuals meet specific criteria, training, and pre-employment qualifications as defined by the DOT, which may include physical examinations and/or successful background information as required for the specific job.
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