Customer Service Representative - ESD

Education and Experience:

High School Diploma or GED is required.

An associate's degree in business or finance is desired.

A minimum of two years of related experience is required.

Knowledge, Skills and Abilities Required:

• Ability to secure information regarding requests for new or upgraded service from customer, developers or internal staff members, analyzes request for each service location to determine type(s) of electric service required, determine applicable electric service tariff, correct local district and associated Distribution Engineering designer and initiates appropriate work requests(s) in Oracle-based work management information system (WMIS).
• Ability to analyze a design-finalized work request engineering drawing and staking sheet to verify that the work request is complete, review job with Distribution Engineering designer and then distribute to NOVEC job site inspector assigned to territory.
• Ability to research and verify service location information in ESRI GIS mapping program and local government real property database including determining subdivision, tax and NOVEC Board district, substation circuit(s) which will serve location and then creates service location(s) in Daffron customer information system (CIS).
• Ability to research required county inspections and monitor receipt of CIAC payments required prior to creating connect service orders in CIS. Upon verification of receipt of required approvals, creates connect service orders utilizing the appropriate rate code for billing the customer, tax district, NOVEC Board District, setting up new customer accounts, verifying customer credit ratings.
• Ability to prioritize components of the construction work to be completed and coordinate with electricians or representatives of other utilities required to be on-site during construction, completing or updating tasks in WMIS and ARM scheduling web portal. Advise contractors and/or NOVEC crews if all requirements have been met for new services to be metered.
• Ability to determine and verify locational coordinates for excavation work and creates required Miss Utility ticket(s) providing both written instructions and highlighting excavation area on Miss Utility online maps.
• Ability to review work assigned to contractors and NOVEC crews, documenting the status, estimated completion dates and workload quantity to balance the the cost of contractor or NOVEC crew overtime against additional mobilization costs. Redefine construction deadlines and work for more efficient use of contractor labor and reduction in additional project costs where possible.
• Ability to reconcile invoices by analyzing invoices and staking sheet for completeness and re-calculating invoices utilizing as-built data entered into WMIS verifying contractor invoice compatible unit totals and pricing matches WMIS Webscripts reports.
• Ability to analyze meter installation information verifying meter and ERT number(s) in CIS for newly constructed services and processes information into WMIS and Daffron CIS systems in accordance with strict timetable to ensure accurate initial billing.
• Ability to perform payroll time entry for assigned construction staff into Lawson Time Management System and serve as backup for entry of time for other team members or their proxies in their absence or as dictated by workloads.
• Ability to conduct WMIS audit processes utilizing Webscripts reports to investigate problems impeding the progression of work requests through division work flow processes and addressing issues by directing problems to the appropriate personnel for resolution tracking.