Rep-Customer Service

COMPANY OVERVIEW:
For over 100 years, El Paso Electric Company has been serving West Texas and Southern New Mexico with safe and reliable electric energy. Today, we are a regional electric utility with over 1,000 employees providing generation, transmission and distribution service to approximately 400,000 retail and wholesale customers in a 10,000 square mile service area. We invite you to visit our website to learn more about our rich history, our plans for the future, and great career opportunities with El Paso Electric Company.
DATE POSTED: 12/08/23 CLOSING DATE: 12/15/23
GRADE LEVEL: Union
DEPARTMENT: Customer Care Support - Primary work environment may be at the employee's place of residence or assigned office/administrative nature.
STARTING HOURLY RATE: $17.23
KEY JOB RESPONSIBILITIES:
Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without a reasonable accommodation that the essential functions of the job can be performed.
EDUCATION:
Associates degree in Business; or an equivalent combination of education, training and experience in Customer Service experience in Banking environment, walk-in center, or Call Center environment preferred
EXPERIENCE:
• 3 or more years of experience
JOB SUMMARY:
Under the direction of the Supervisor- Customer Care will process service orders, review and address customer bill inquiries/complaints, evaluates requests for payment extensions and payment arrangements, evaluate and update customer information as appropriate, perform administrative duties, perform cashiering duties and multi-channel , such as phone, chat, email, text, and direct mail.
MINIMUM KNOWLEDGE, SKILLS & ABILITES:

1. Customer Service experience working with customers, either face-to-face or telephone in a utility, financial institution, telemarketing, technical help desk, call center or a similar environment which involved detailed communication, research and problem solving.
2. Basic Knowledge of applicable federal and state regulations as they relate to customer service issues.
3. Ability to use a 10-key calculator, personal computer including applications such as Word and Excel.
4. Skills and knowledge in mathematics to include the ability to calculate and apply percentages, ratios and mathematical formulas.
5. Ability to comprehend technical data, organize time with workload, work independently and interact effectively with people from diverse educational, cultural and economic background.
6. Ability to identify, analyze, research, resolve and document problems on customer accounts.
7. Possess and maintain a high level of dependability with regards to punctuality and attendance.
8. Bilingual (English/Spanish) preferred.
9. Effective verbal and written communication skills on phone, chat, email, text, and direct mail.
10. Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.
11. Ability to maintain a strong sense of propriety concerning confidential matters.

ESSENTIAL JOB FUNCTIONS:

1. Integrates the Company's strategic vision with all customer service activities.
2. Handles inter-Company and customers' inquiries, concerns and complaints regarding bills and services, including but not limited to:

• Relaying information on billing, rates, how to read a meter, energy efficiency, etc,
• Interviewing customers and initiating request for meter installation, start service, stop or change in service, etc.,
• Researching customer concerns and complaints, analyze data and determine appropriate action to be taken within established policies and procedures,
• Negotiating payment arrangements and preparing payment agreements,
• Evaluate and update customer information as appropriate,
• Guiding customers to outside sources for short or long-term assistance

3. May perform cashiering duties such as receiving payments, rendering change, end of day balancing, preparing and processing payments, bank deposits and records/information.
4. Serves as liaison between customers and internal departments.
5.Prepares correspondence explaining reasons for high bills, billing errors, services available, etc.
6. Documents customer's transaction by entering notes on customer's account.
7. Keeps updated on applicable regulatory, operational and procedural issues as they relate to such issues as rates, energy efficiency, regulatory rules, billing procedures, and issues facing the Company in both Texas and New Mexico.
8. Maintains established performance standards for the position depending on assigned duties.
9. Complies with all applicable Company policies, procedures and code of ethics as well as all applicable governmental laws and regulations to include employment, safety and environmental standards and regulations.
10. Perform other related tasks that are not included but are within the context of the duties defined.
WORK ENVIRONMENT:

1. The incumbents in this classification are not substantially exposed to adverse environmental conditions; primary work environment may be at the employee's place of residence or assigned office/administrative nature.
2. May work non-standard hours.
3. May require travel to Company work sites.

PHYSICAL DEMANDS:

1. Sedentary work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
2. Stooping: Bending body downward and forward by bending spine at the waist.
3. Crouching: Bending the body downward and forward by bending leg and spine.
4. Kneeling: Bending legs at knee to come to a rest on knee(s).
5. Reaching: Extending hand(s) and arm(s) in any direction.
6. Walking: Moving about on foot to accomplish tasks.
7. Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
8. Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
9. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position.
10. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
11. Grasping: Applying pressure to an object with the fingers and palm.
12. Feeling: Perceiving attributes of objects, such as size, shape and temperature or texture by touching with skin, i.e., fingertips.
13. Talking: Expressing or exchanging ideas by means of the spoken word; those activities in which detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
14. Hearing: Ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts.
15. Repetitive motions: Substantial movements (motions) of the wrists, hands, and/or fingers.
16. Visual acuity: Color, depth perception and field of vision to include measurement devices for close inspection and analysis.

If interested in applying for this position, you must apply on-line by 5:00 PM, DECEMBER 15, 2023. (Please scroll back up to the "Apply Now" button)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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)