Call Center Rep/Sr. Call Center Rep

Ignite your career with New Mexico Gas Company!

By joining the NMGC family, you can count on a safety-focused work environment, competitive pay and benefits and opportunities for training and personalized development to ignite your career. We embrace diversity and the inclusion of all; our difference, unique perspectives and talents are our strengths and integral to the success of our company.

New Mexico Gas Company is a member of the Emera family of energy companies which also includes Tampa Electric, TECO and Peoples Gas.

Title: Call Center Rep/Sr. Call Center Rep
Company: New Mexico Gas Company
Location: Wyoming
State and City: New Mexico - Albuquerque
Shift: 8 Hr. X 5 Days
 

This position will be open to internal and external applicants and will close on Sunday October 1st, 2023.

The Call Center Rep position pays between $40,400.00 and $50,500.00, and the Sr. Call Center Rep position pays between $46,120.00 and $57,560.00. Placement in either level is based on skills, experience and education of the successful candidate.

Call Center Rep

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills.

SUMMARY:

Under general supervision, creates quality, value, and confidence in the eyes of our customers by providing quality customer service.  Provides professional and courteous customer service to effectively answer questions, resolve issues, and assist customers with issues and transactions related to billing, credit, and payments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Answers inbound phone calls from customers regarding billing inquiries and audits, account adjustments, in house credit and collections, resolutions of energy diversion cases, available rate options, debt payment, conservation, weatherization, service connections, orders, disconnections, or transfers, and dispatching and conflict resolution
2. Makes outbound calls regarding collections and customer outreach issues
3. Completes all customer service training and assessments and develops proficiency in the majority of customer service technical transactions for customers
4. Implements existing business practices and demonstrated field experiences that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure to reduce revenue losses
5. Maintains statistical records as needed
6. Answers and resolves escalated calls from the NM Public Regulations Commission and Better Business Bureau
7. Detects, investigates, and collects revenue from energy diversions as applicable or assigned
8. Actively manages, preps for, and troubleshoots customer disconnections for non-payment and assists in the preparation of customer notices as needed or assigned
9. Must meet or exceed department standards

ESSENTIAL SKILLS:

• Knowledge and understanding of all procedures, services, rate tariffs, NMPRC rules and regulations, and applicable state and ability to articulate this information in laymen's terms to customers
• Working knowledge of federal regulations covering credit and collection practices and customer billing
• 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

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with one to three years of related experience 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 various situations
• Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees
• Ability to effectively listen and get clarification in order to respond to questions
• Ability to read and comprehend policy and procedures pertaining to the utility and the Public Regulations Commission rules and regulations
• Ability to translate utility terms and explanations to customers in various 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
• Ability to draw and interpret bar graphs

COMPUTER SKILLS:

• Ability to use a personal computer
• Working knowledge and understanding of database software
• Proficient in various customer service technical systems, Intranet, and customer service web page

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply advanced customer service understanding to carry out detailed but uninvolved written or oral instructions.  Ability to effectively resolve more complex problems/issues in various situations.

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time and sit up to 1/3 of the time.  Good vision and manual dexterity required. Must occasionally life and/or move up to 10 pounds.

WORK ENVIRONMENT:

Call Center environment.

Sr. Call Center Rep

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills.

SUMMARY:

Under limited supervision, creates quality, value, and confidence in the eyes of our customers by providing quality customer service.  Provides professional and courteous customer service to effectively answer complex questions, resolve issues, and assist customers with a wide range of issues and transactions related to billing, credit, and payments.  Assists other representatives with technical questions and training on various customer service topics.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Answers inbound phone calls from customers regarding billing inquiries and audits, account adjustments, in house credit and collections, resolutions of energy diversion cases, available rate options, retail and commercial deposit quotes, debt payment, conservation, weatherization, service connections, orders, disconnections, or transfers, and dispatching and conflict resolution
2. Maintains complete proficiency in all customer service technical transactions
3. Becomes proficient in dispatching orders for customers, including phone calls to technicians and other field or office personnel
4. Implements existing business practices and advanced field experiences that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure to reduce revenue losses
5. Performs maintenance on summary bill accounts
6. Maintains statistical records as needed
7. Detects, investigates, and collects revenue from energy diversions as applicable or assigned
8. Actively manages, preps for, and troubleshoots customer disconnections for non-payment and assists in the preparation of customer notices as needed or assigned
9. Provides on-the-job training on a wide range of related customer service subjects as needed
10. Must meet or exceed department standards

ESSENTIAL SKILLS

• In-depth knowledge and understanding of all procedures, service offered rate tariffs, NMPRC rules and regulations, and ability to articulate the above information in laymen's terms to customers
• Working knowledge of diversion investigations, including negotiations settlements with customers on appropriate rates
• 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
• 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 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
• Ability to effectively listen and get clarification to respond to a wide-range of questions
• Ability to read and comprehend policy and procedures pertaining to the utility and the Public Regulations Commission rules and regulations
• Ability to translate utility terms and to provide complex explanations to customers in various 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
• Ability to draw and interpret bar graphs

COMPUTER SKILLS:

• Ability to use a personal computer
• Working knowledge and understanding of database software
• Proficient in various customer service technical systems, Intranet, and customer service web page

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply in-depth customer service understanding to carry out detailed and involved written or oral instructions.  Ability to effectively resolve problems/issues involving complex issues in wide range situations.

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time and stand up to 1/3 of the time.  Good vision and manual dexterity required. Must occasionally life and/or move up to 10 pounds.

WORK ENVIRONMENT:

Call Center environment.

New Mexico Gas Company (NMGC) offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs and more!

NMGC and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our NMGC customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

New Mexico Gas Company, Inc. (NMGC) is proud to be an Equal Opportunity Employer.

NMGC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at NMGC will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy

It is the policy of NMGC to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations

Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Employment for this position will be contingent upon the successful completion of pre-employment requirements, which include a background screen and drug test. Also, pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.