Customer Support at El Paso Electric. in El Paso, TX
You will be redirected to El Paso Electric.'s preferred application process.
CUSTOMER CARE REP-ASSOC
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 : 07/19/21 CLOSING DATE: 07/26/21 GRADE LEVEL: 46 DEPARTMENT: Billing STARTING SALARY: $15.18 - $20.63 hourly. Salary is commensurate with experience.
JOB PURPOSE: Under the direct supervision of the Supervisor
- Billing, employee is responsible for accurate and timely billing of customer electric service accounts. Employee will be tasked with reviewing and taking appropriate action on customer account exceptions, verifying bill factor changes, applying proper rate tariff applicability and PUCT and NMPRC rules and regulations, application of state laws regarding sales taxes, and maintaining proper documentation of the listed tasks. Employee is also responsible for daily and monthly balancing of billing transactions and participating in billing system upgrade and regulatory testing projects.
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: Business or an equivalent combination of training and experience. Completion of basic accounting courses or some accounting/bookkeeping background required. EXPERIENCE: 0 - 3 years of experience MINIMUM KNOWLEDGE, SKILLS & ABILITIES: Related experience in a position with direct responsibility for solving complex problems in a timely manner, preferably in a customer accounting environment Analytical and mathematical skills with working knowledge of percentages, ratios, and mathematical formulas Ability to learn procedures, policies, rules, and laws under which section's work is performed Proficient skills in the use of a personal computer including word-processing and spreadsheet applications Ability to organize tasks and meet deadlines, recognizing work assignment priorities with ability to switch between tasks as required.
Effective verbal and written communication skills.
Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.
ESSENTIAL JOB FUNCTIONS: Learn EPE's Customer Care and Billing (CC&B) system functionalities and develop the ability to:
Balance daily and monthly updates of the CC&B system, verifying revenues from bills, final bills, adjustments, transfers, and refunds issued.
Report and initiate appropriate follow-up action to resolve and correct errors or unusual results in daily or monthly transactions, tasks, system updates, and/or reports.
Review and evaluate meter readings from high-low audits, recognizing & utilizing system codes & information screens, identify problems such as excessive estimates, damaged meters, no bills, exceeded full scale errors, crossed meters, etc. for the purpose of rendering accurate and timely billing statements within daily time constraints and deadlines.
Review daily reports to verify and correct system billing exceptions as needed. Review incoming requests for action, meter investigations, and other documents for completeness; then take appropriate action. Organize and prioritize work to meet standards and deadlines.
Become familiar with Texas and New Mexico rate tariffs, rate structures, and develop the ability to:
Apply Texas and New Mexico tariffs, Substantive Rules and Company procedures to compute bills and adjustments on customer accounts; enter transactions into billing systems and correct customer bills in a timely manner. Provide documentation with explanation and breakdown of billing adjustments for use in correspondence with customers regarding their accounts. Communicate with customers in writing and via telephone, as applicable, regarding bills and billing adjustments.
Evaluate customers' historical consumption patterns based on Texas and New Mexico tariff rules to determine proper rate classification; initiate rate changes when appropriate.
Become familiar with sales tax exemption rules in both Texas and New Mexico; determine tax status of customer accounts and initiate necessary tax refunds.
Communicate and coordinate work with other departments, interfacing system processes and manual procedures; investigate proper corrective actions and apply follow-up techniques for proper action to be taken by the department.
Communicate with internal and external customers, both orally and in writing, to resolve issues regarding tax exemptions, refunds, adjustments, and billing issues.
Participate in testing processes when changes are made to CC&B and ensure system billing is accurate.
Maintain on-line or manual files of section reports and billing documentation in compliance with Corporate Retention policy and State law.
Comply 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.
WORK ENVIRONMENT: The incumbents in this classification are not substantially exposed to adverse environmental conditions; primary work environment is typically of an office or administrative nature.
May work irregular and non-standard hours.
May require travel to Company work sites.
May require out of town travel.
PHYSICAL DEMANDS: 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.
Stooping: Bending body downward and forward by bending spine at the waist.
Kneeling: Bending legs at knee to come to a rest on knee or knees.
Crouching: Bending the body downward and forward by bending leg and spine.
Reaching: Extending hand(s) and arm(s) in any direction.
Walking: Moving about on foot to accomplish tasks.
Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position.
Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
Grasping: Applying pressure to an object with the fingers and palm.
Feeling: Perceiving attributes of objects, such as size, shape and temperature or texture by touching with skin, i.e., fingertips.
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.
Hearing: Having the ability to receive detailed information through oral communication and to make fine discriminations in sound, such as when making fine adjustments on machined parts.
Repetitive motions: Substantial movements (motions) of the wrists, hands, and/or fingers.
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, July 26, 2021.
You will be redirected to El Paso Electric.'s preferred application process.