Customer Experience Advisor I

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department:

Customer Care Call Center

JOB DESCRIPTION

Customer Experience Advisor I Given the financial nature of this position, this position may be required to obtain a credit check depending on location. If the position is covered, prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

SUMMARY:

Under direct supervision, creates quality, value and confidence in the eyes of our customers by providing an exceptional customer experience. Effectively and efficiently answers questions and proactively resolves issues for PNM and TNMP customers related to billing, credit, payments, and outage calls. Assists leadership with coaching and special projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Resolves phone and/or written (i.e. chat, email) inquiries in an efficient, effective, professional, and courteous manner for customers and internal associates, which include challenging interactions Knowledge of basic to intermediate customer service transactions (i.e. payment arrangements, moves, credit and collections, energy diversion, emergency orders) Recognizes and reports safety risks for internal (i.e. field personnel) and external customers Strong willingness to learn and become proficient in dispatching orders for TNMP Texas customers, including phone calls to TNMP technicians and other field or office personnel Read and comprehend policy and procedures pertaining to the utility and the Public Regulations Commission rules and regulations Identifies and reports process improvement opportunities Addresses and effectively resolves customers energy consumption inquiries, which typically involves more complex transactions and issues Reduces revenue losses by implementing 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 and maintains statistical information as needed Handles some customer service inquiries via electronic channels (i.e. email, chat, social media) Completes training as required and completes all assessments associated; department standards must be met or exceeded. Maintains statistical records as needed

COMPETENCIES

Ability to apply advanced customer service understanding to carry out and apply detailed and involved written or oral instructions Ability to effectively resolve problems/issues involving complex issues in various situations Ability to de-escalate difficult customer situations Ability to multi-task various systems and customer contacts (i.e. phone calls, emails, chats, social media messages) Ability to use tact and negotiation to resolve unpaid balances, outdated information, and other business requirements 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 Ability to speak and write clearly and persuasively in positive, negative, or complex situations Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency 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 zero to one years of related/applicable experience (e.g. customer service, collections, etc), or an equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, AND REGISTRATIONS

For customer service functions that require driving a company vehicle, must have a valid drivers license in state of residence and meet company's current driving record requirements.

COMMUNICATION SKILLS

Ability to read and comprehend basic instructions, short correspondence, and memos 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 common terms and provide complex explanations to customers in various situations Ability to write basic correspondence Ability to speak clearly and persuasively in various situations 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

ANALYSIS AND PROBLEM-SOLVING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to effectively resolve problems/issues in a limited range of situations.

COMPUTER SKILLS

Ability to use a personal computer and database software Basic knowledge of customer service technical systems; including: billing system, automated call dispatching, audix (telephone system), electronic mail, payroll system, keyboard tools, customer service web page, external web page

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit up to 4/5 of the time and communicate effectively with others over the telephone and electronic channels. Good vision and manual dexterity required. The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

Call Center environment.

SAFETY AND ADA STATEMENT

Safety Statement:

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm. Americans with Disabilities Act (ADA)

Statement:

If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627. Equal employment opportunity, including veterans and individuals with disabilities. PI284349601