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Customer Service Representative/ Senior Customer Service Representative (REPOST)

Date: Dec 5, 2018

Location: Truth or Consequences, New Mexico, US, 87901

Company: TECO

Why Join New Mexico Gas Company?

Based in Albuquerque, New Mexico Gas Company manages more than $1 billion of assets, including 12,000 miles of natural gas pipeline in a service area that covers 6,501 square miles, operates in 23 of the 33 counties in the state and supplies 60 percent of the population of New Mexico.

The ability to serve our 520,000 customers is rooted in the commitment of 700 employees across New Mexico. As we grow, we’re excited to welcome new team members who are committed to our purpose, values and our approach to business. Our ever-changing company is creating exciting opportunities for our workforce and the communities where we operate.

New Mexico Gas Company is proud to be an affiliate of Emera, Inc., one of the 20 largest energy companies in North America with $29 billion in assets, more than 7,400 employees and 2.5 million customers in Canada, the United States and the Caribbean.

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.

Title: Customer Service Representative/ Senior Customer Service Representative (REPOST)
Company: New Mexico Gas Company
Location: Truth or Consequences
State and City: New Mexico - Truth or Consequences
Shift: 8 Hr. X 5 Days

 

This position will be open to internal and external applicants and will close on Tuesday December 11th, 2018. 

The Customer Service Representative position pays between $13.53/hr  to $16.91/hr and the Senior Customer Service Representative position pays between $15.78/hr and $19.73/hr.  Both levels are based on skills, experience and education of the successful candidate.

 

Previous applicants do not need to reapply.

 

Preferences

Bilingual (English/Spanish) a plus.

Customer Service Experience a plus.

Cashier experience a plus.

Collections experience a plus.

 

Customer Service Representative

SUMMARY:

 

Under general 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

 

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.

 

Senior Customer Service Representative

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, , 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)

 

May perform work for operations, including red tags, leak logs, entry of meter tests, contract non-utility payments for Gas Advantage Program (GAP), mainline extensions and yard line payments 

 

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:

 

Primarily office 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.

  

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.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

 


Nearest Major Market: Albuquerque

Job Segment: Customer Service Representative, Pipeline, Database, Customer Service, Energy, Technology