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Customer Experience Advisor I

2 months ago

Albuquerque, United States TXNM Energy, Inc. Full time
JOB DESCRIPTION

Customer Experience Advisor I (Full-Time) 

We currently have several positions open for Customer Experience Advisor with a starting pay of $16.50 to $18.00 per hour. Bi-lingual differential available.

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.

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