Customer Engineering Representative (Cer)

Title: Customer Engineering Representative (CER) 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

POSITION CONCEPT
The Customer Engineering Representative (CER) is the central point of contact for any construction request for residential and commercial construction projects.  Coordinates activities related to developing, determining, and satisfying a customers’ electrical needs and concerns with New Construction Project Managers, (Energy Delivery) Distribution Design Technicians Service Areas ASC’s, Lighting, Governmental Agencies, Line Supervisors, Line Clearance, Arborists, Contractors, and customers to ensure each request is completed in line with construction timelines. Responsibilities include but not limited to; managing and enhancing the customers digital experience, collecting, analyzing, and documenting customer construction drawings, creating Work Requests (WR) to fulfill engineering job requirements while also providing continuous feedback between internal resources and customers in alignment with project requirements. 
 

CUSTOMER ENGINEERING REPRESENTATIVE I 
Serves as the primary customer contact for any new construction request enhancing relationships with the customer, as well as internal and external representatives that contribute to the success of the project. Consults, advises, and coordinates with customers, engineers, contractors, and governmental agencies regarding project requirements.   Works under general supervision and receives guidance from the supervisor, lead, and more senior Customer Engineering Representatives.  Processes projects of moderate complexity and follows established policies and procedures. May perform some duties of CER II as opportunities for development.

PRIMARY DUTIES AND RESPONSIBILITIES 

• Receives construction requests through inbound and outbound customer telephone calls, emails, online (Construction Center) and faxes. Initiates service orders based on the type of customer request using specific procedures & SESR guidelines, reinforced by online field research utilizing GT Web, GIS, and Google Earth. 
• Collects specific technical data to ensure project success and mitigate potential delays, including civil, electrical, and architectural drawings for all new services or upgrades of service and interprets the technical information that verifies locations of TEC’s existing and proposed equipment and any third parties’ infrastructure; water sewer, storm, gas, telephone, and cable lines., which includes adequately identified on the construction prints for assignment of work to either a Project Manager or to the appropriate service area based on specific criteria and electrical SESR guidelines. 
• Assists customers with questions/information reporting and interpreting the guidelines contained within the Standard Electrical Service Requirements (SESR) handbook and collaborates with internal and external business partners to ensure job progresses through the process and research/correct discrepancies to ensure timely installation of meters and services adding new revenue streams to the company in a timely manner. Uses judgment to analysis to ensure proper communication and expectations.  
• Processes projects of easy to moderate complexity and provides supporting data with direction from Supervisor or Project Manager. This includes obtaining technical project information from customers by formulating and articulating in-depth clarifying questions to ensure proper design and cost estimating. Responsible for creating Business Partner’s (BP) and manages mass move-in process with scripting application to ensure daily service levels are met for customer move in data. 
• Provides before and after-hours support to Customer Care & B&I, related to customers construction needs and provides front-line customer service timely response to customers online construction requests. Occasionally assists peers with guidance on processes and procedures and escalations.  Assists in storm support in various roles from emergency call taking, logistics support, and boots on the ground initiatives.  

QUALIFICATIONS

Education

• Required:    High School Diploma or equivalent
• Preferred:    Associates degree  

Direct Experience 

• Required:    Minimum 3 years’ direct work experience in a Customer Service environment or in an Engineering Construction environment. 
• Preferred:     Direct work experience in the electric utility industry 

Knowledge/Skills/Abilities 

Required:

• Working knowledge of Customer Relationship Management (CRM) system(s)
• Basic Knowledge of Microsoft Office Suites.
• Ability to refer to documentation or manuals/guidelines to resolve issues.
• Strong organizational and time management skills.
• Excellent written and oral communication skills. 
• Ability to perform moderately complex assignments independently to support the New Construction Department. 
• Ability to effectively interact with external TEC contacts (consultants, engineers, architects, government officials, developers, etc.) 
• Understand the importance of assimilating the needs of the customer and the Company and incorporate those needs into processes. 
• Ability to be able to meet deadlines, possess initiative, adapt to a fast-paced work environment, and handle many tasks at once under minimal supervision.
• Ability to reference documentation or manuals/guidelines to resolve issues and have a basic foundational knowledge of processes to provide general assistance.
• Demonstrated strong analytical, planning, and organizational skills and the ability to work independently.

Preferred:     

• Proficient understanding of how to relate rate types to customer work request and billing coordinate with all systems.
• Ability to read and analyze professional architectural and engineered drawings along with electric utility primary circuit maps, to include knowledge of CAD. 
• Ability to analyze and interpret Electrical and Construction Drawings
• Knowledge of TEC Customer Service policies and procedures and working knowledge of WorkPro.
• Knowledge of Maxviewer & Avaya, GIS (Geographic Information System), and PCAD, and Google Earth.
• Knowledge of Standard Electrical Service Requirement (SESR) handbook.
• Knowledge of FTP Site and Access/View Service Alerts.
• Working knowledge of blueprints and schematics and the ability to read electrical prints, riser diagrams, panel schedules, civil and site drawings.
• Ability to analyze technical data with knowledge of construction types (new/existing/renovations), amperage, voltage (single and three phase), and loads associated with retail, office, warehouse, residential, pumps, temporary service, etc. 

LEADERSHIP COMPETENCIES

• Speaks up on Safety, Health, and the Environment
• Takes Ownership and Acts with Integrity
• Drives Operational Excellence for Customers
• Builds Strong, Collaborative Relationships
• Develops People and Teams
• Cultivates Innovation and Embraces Change
• Thinks Strategically and Exercises Sound Judgment

WORKING CONDITIONS 
Occasional overtime may be required.
 

TECO 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 * On-site Fitness Centers * Bonus Plan and more!

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy 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 TECO Energy 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.

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy 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 TECO Energy 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 TECO Energy 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.