ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location
Develops proficiency in the majority of customer service technical transactions and gains a working knowledge of complex customer service transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, billing (edits, service order exceptions), miscellaneous adjustments, budget billing, and emergency response
Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates
Reduces revenue losses by implementing existing business practices that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed
Successfully completes all training and associated assessments; department standards must be met or exceeded
Provides professional and courteous customer service to effectively resolve various energy consumption inquiries via person-to-person or telephone contacts
Detects, investigates, and collects revenue from energy diversions, as applicable or assigned
Actively manages, preps for and troubleshoots DNPs or may assist in preparation of customer notices, as needed or assigned
May provide on-the-job training or formal training classes on related customer service subjects as directed by management in a limited range of topics and may serve as a specialist in development of customer service training, as applicable or assigned
COMPETENCIES:
Ability to manage difficult or emotional customer situations, while maintaining a professional and courteous demeanor
Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations
Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency
Working knowledge and understanding of all procedures, services offered rate tariffs, rules and regulations, and applicable state and federal regulations covering credit and collection practices and customer billing
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma or GED with one to three years of related/applicable experience (e.g. customer service, collections, cashiering, etc.), or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS:
Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.
COMMUNICATION SKILLS:
Ability to read and comprehend general instructions, short correspondence, and memos
Ability to write general correspondence
Ability to speak clearly and persuasively in positive or negative situations
Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization
Ability to effectively listen and get clarification, in order to respond to questions
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 gain proficiency in the majority of customer service technical systems; systems include: billing system, automated call dispatching, telephone system email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company web site
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply customer service understanding to carry out detailed but uninvolved written or oral instructions. Ability to effectively resolve a range of simple to complex problems/issues in various situations.
PHYSICAL DEMANDS:
Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.
WORK ENVIRONMENT:
Office/field environment.
CUSTOMER SERVICE REPRESENTATIVE SR
SUMMARY:
Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location
Fully proficient in all customer service technical transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, billing (billing edits, service order exceptions, service order completions, miscellaneous adjustments, budget billing, and emergency response
Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates
Reduces revenue losses by implementing existing business practices that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed
Successfully completes all training and assessments; department standards must be met or exceeded
Addresses and skillfully resolves customers energy consumption inquiries via person-to-person or telephone contacts which typically involves the most complex transactions and issues
Detects, investigates, and collects revenue from energy diversions as applicable or assigned
Actively manages, preps for and troubleshoots disconnections for non-payment or may assist in preparation of customer notices, as needed or assigned
Provides professional, courteous and effective customer interactions, which often includes engaging in a wide-range of difficult/challenging customer interactions
Provides on-the-job training or formal training classes on wider-range of related customer service subjects as directed by management and may serve as a specialist in development of customer service training, as applicable or assigned
Coordinates daily work activity or daily customer service activities as directed to assist supervisor
Provides assistance to other customer care employees regarding technical inquiries (person to person or telephone contact)
Assists on special projects, when assigned
COMPETENCIES:
Ability to manage difficult or emotional customer situations, while maintaining a professional and courteous demeanor
Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations
Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency
In-depth knowledge and understanding of all procedures, services offered, all rate classes, billing procedures, service order procedures, credit and collection procedures and practices, collections, bankruptcies, and diversion investigations to include negotiation settlements with customers on appropriate rates, as applicable
Demonstrated ability and/or skill in motivational and leadership competencies
Ability to handle recurring and/or special customer problems that require judgment and creativity
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma or GED with three to five years of related experience (e.g. customer service, collections, cashiering, etc.), and the successful completion of any and all required training, or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS:
Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.
COMMUNICATION SKILLS:
Ability to read and comprehend complex instructions, short correspondence, and memos
Ability to write complex correspondence
Ability to speak clearly and persuasively in positive or negative situations
Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization
Ability to effectively listen and get clarification, in order to respond to wide range of questions
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
Proficiency in all customer service technical system; systems include: billing system, automated call dispatching, telephone system, email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company website
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply an expert customer service understanding to carry out detailed and at times involved written or oral instructions. Ability to effectively resolve problems/issues involving complex issues in wide range situations. Ability to deal with problems involving at times limited concrete variables in standardized situations.
PHYSICAL DEMANDS:
Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.
WORK ENVIRONMENT:
Office environment.
SALARY RANGE
CUSTOMER SERVICE REPRESENTATIVE
$11.48/hr - $15.31/hr
CUSTOMER SERVICE REPRESENTATIVE SR
$14.07/hr - $18.76/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.