Customer Experience Advisor I at PNM Resources – Albuquerque, New Mexico

POSTING DEADLINE

This position is posted until filled.

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.