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Service Area Coordinator

3 months ago

Winter Haven, United States New Mexico Gas Co - Peoples Gas - Tampa Electric Full time

Power up a career with us. Our people are our greatest investments. 

 

Be the light to help us keep our customers connected.  If you are interested in a career and not just a position, Tampa Electric is the place to be Tampa Electric offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.

 

We’re honored to serve approximately 780,000 customers across West Central Florida and safely provide them with clean, affordable and reliable electricity. We’ve been doing it for more than 100 years, and there’s so much more ahead.  

 

Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutions all while keeping top-notch customer service at the center of all we do. 

 

Tampa Electric is a subsidiary of Emera Inc., a family of energy companies which also includes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada, and the Caribbean, with career opportunities available in all of these locations. 

 

 

POSITION CONCEPT 
The Service Area Coordinator will provide administrative technical, office and coordination support for Distribution Design work management.  Perform activities involving engineering specifications, meter installation, work order/geographical information systems, data and reporting, dispatching tickets, billing set-up and records retention.  During storm restoration the SAC is responsible for maintaining the ARCOS system related to the Damage Assessment unit, as well as being the meal coordinator for their respective service area.
Advancement to a higher level within the progression is based on value added to the Company through increased duties, responsibilities, and accomplishments.  Advancement is not automatic, i.e. not based solely on time in the job, but will be based on the employee’s performance, qualifications, and the business and/or technical needs of the department.

 

JOB LEVEL 1:  SERVICE AREA COORDINATOR
The entry-level Coordinator works under general supervision and receives guidance from Supervisor/more experienced staff. Processes projects of moderate complexity and follows established policies and procedures.

 

PRIMARY DUTIES AND RESPONSIBILITIES 
Due to the variations in work/jobs at each service area, there may be some slight differences in time allocated to performing each D&R.
Assembles all new engineering work packages, consisting of applicable work requests, engineering drawings and maps, and distributes to the appropriate departments. Processes permit documents as needed and include in the appropriate packages. Work orders may include but are not limited to new service, upgrades, lighting, line clearance, customer complaints, scheduled outages, voltage concerns and line maintenance. 
In the work order management system (WorkPro), routinely determines and enters layout information as appropriate for TEC’s service entrance (front, rear, left, right, etc.) for underground residential distribution (URD) services and meters.  Using TEC’s geographical information system (GIS), draws proposed URD services and meters, ensuring correct electrical connectivity and owned correctly to their supporting structures. Enters all compatible units (CUs) for materials and labor for each new URD service and meter. 
Maintains the central filing system. Serves as the Records Coordinator for the assigned Service Area, following the schedule for records retention and purging. 
Provides technical support and expertise related to Microsoft Office Suite (Word, Excel and Power Point), WorkPro and Customer Relationship Management system (CRM); providing support, generating reports and spreadsheets for management use and presentations. Performs various departmental activities related to setting up meetings, maintaining printers and large format plotting machines. Responsible for common areas such as print room and conference rooms for supplies and organizational order. 
Assists and provides back-up support to the Senior Service Area Coordinator as needed and during absences, including Dispatch - Drop tickets to distribution service crews to set meters or remove meter in PCAD daily, setting up kWh billing of meter sets by operation service crews and Field Credit, handling of service area inquiries from New Construction Department and walk-in customers and generating PragmaCad (PCad) tickets for distribution and meter work.  Performs additional duties as requested. (10%)

 

QUALIFICATIONS
Education  
Required:    Minimum of a High School Diploma or GED
Preferred:    Associate’s Degree from an accredited college/university
 

Licenses/Certifications
Required:    Valid Florida State driver’s license and safe driving record.
 

Experience  
Required:    Minimum of 3 years of related administrative or systems experience in a utility, engineering, construction or related operations/customer service environment.
    College degree from an accredited institution may be considered in lieu of up to 2 years of the overall related experience
Preferred:    Experience working in utility distribution environment and navigating in the company systems such as CRM, WorkPro, PragmaCAD and GIS. TEC customer service experience.
 

Knowledge/Skills/Abilities (KSA)
Required:    Demonstrated, sustained above expected performance with the ability and potential for assuming greater responsibility; Must be able to resolve a variety of somewhat non-routine issues/topics with some independence; Must be able to meet deadlines, possess initiative, adapt to a fast-paced work environment, and handle many tasks at once under minimal supervision; Must reference documentation or manuals/guidelines to resolve issues and have a basic foundational knowledge of processes to provide general assistance;  Must have excellent customer service and interpersonal skills. Must be proficient in MS Word, Excel Office Suite, and the Windows operating system, with good computer skills in data entry and word processing, spreadsheet design, data manipulation, graphic material presentation, mainframe downloads and report generation. 
Preferred:    Knowledge and understanding to read construction prints; TEC’s geographical information system (GIS)

 

LEADERSHIP COMPETENCIES   
Champions Safety, Health and the Environment
Takes Ownership and Acts with Integrity
Drives Business Excellence for Customers
Builds Collaborative Relationships
Develops People and Teams
Cultivates Innovation and Embraces Change
Thinks Strategically and Exercises Sound Judgment

 

WORKING CONDITIONS 
Normal Office Environment with occasional need to enter an operational environment where personal injury protection equipment may be required. (Safety Glasses/Steel Toe Boots/Hard Hat) 

 

PHYSICAL DEMANDS/ REQUIREMENTS 
Walking, bending and sitting for long periods; Lifting 20 lbs repeatedly on a daily basis; Driving to other work locations. 

 

JOB LEVEL 2:  SERVICE AREA COORDINATOR SENIOR
The senior-level Coordinator is the main point of contact and provider of technical support/assistance to Distribution Design & Engineering, New Construction Services and Line departments in resolving customer issues utilizing information databases and systems. Works under minimal supervision and processes projects of higher complexity.

 

PRIMARY DUTIES & RESPONSIBILITIES 
Due to the variations in work/jobs at each service area, there may be some slight differences in time allocated to performing each D&R.
Performs duties and responsibilities of the Service Area Coordinator. (25%) 
Processes, administers, and assigns work requests received from New Construction Department to Distribution Design Technicians (DDTs), Field Inspectors, Account Management, Project Management Services and distribution service crews. Provides planning, organizing and coordination support to ED Operations. Schedules and completes Service Work Requests in WorkPro. (10%) 
Creates service notifications in CRM to initiate the generation of PragmaCad (PCad) tickets for distribution and meter work; dispatches PCad tickets to distribution service crews, reassigning tickets as needed; ensures tickets are validated correctly and manually completes tickets when necessary. Researchs accounts in WorkPro and SAP to verify meter status. (25%)
Set-up all KWH billing of meters installed by operation service crews, Field Credit and Meter Department.  Processes and finalizes KWH billing in WorkPro.  Validates billing information from Customer Operations CSPs and New Construction CERs for correct and complete information and CRM standards. (10%) 
Runs, processes, and corrects service area reports, Special billing, TSO, Mock Load Edit Reports, Error list corrections, CRM interface, and Q-ticket reports. (10%) 
Manages, updates, and communicates with New Construction Department, customers, developers and contractors regarding coordination of meter and service installation problems, , main disconnects, and CIAC billing. (10%) 
Mentors, leads, and provides back-up to the Service Area Coordinator (Level 1).  Performs other projects and duties as assigned by Supervisor Distribution Design/Lead DDT. May be responsible for the training of new Service Area Coordinators (10%)

 

QUALIFICATIONS
Education  
Required:    Minimum of a High School Diploma or GED 
Preferred:    Associate’s Degree from an accredited college/university

 

Licenses/Certifications
Required:    Valid Florida State driver’s license and safe driving record.
 

Experience
Required:      A minimum of two (2) years of direct experience as a Service Area Coordinator or previous Customer Engineering Representative (CER) experience.  Experience must consist of navigating in the company systems such as CRM, Work Order Management System and/or GIS; or 5 years of related experience in a combination of utility, engineering, construction or related operations/service office environment.
Preferred:    Experience using PragmaCad

 

Knowledge/Skills/Abilities (KSA)  
Required:      Demonstrated, sustained above expected performance with the ability and potential for assuming greater responsibility; Must be able to resolve a variety of issues/topics of non-routine nature with limited guidance; Must be able to meet deadlines, possess initiative and have the ability to adapt in a fast paced work environment, managing multiple tasks at once under minimal supervision; Must be able to reference documentation or manuals/guidelines to resolve issues and have a basic foundation of process to provide general assistance;  Must have excellent customer service and interpersonal skills.
    Must be proficient in the Company’s CRM program; Must be proficient in MS Word, Excel and Office Suite and the Windows operating system with strong skills in data entry and word processing skills, spreadsheet design, data manipulation, graphic material presentation, mainframe downloads and report generation. 
Preferred:       Demonstrates proficiency in GIS mapping of URD services and meters; familiarity with PragmaCAD

 

LEADERSHIP COMPETENCIES 
Champions Safety, Health and the Environment
Takes Ownership and Acts with Integrity
Drives Business Excellence for Customers
Builds Collaborative Relationships
Develops People and Teams
Cultivates Innovation and Embraces Change
Thinks Strategically and Exercises Sound Judgment

 

RELATIONSHIPS
Key Internal:      Interacts with all levels of management, company employees (i.e. Distribution Design Technicians, Planners, U.G. Coordinators, Meter Department, New Construction Department and Line Supervisors).
Key External:     Interacts with customers, contractors and developers.

 

WORKING CONDITIONS 
Normal Office Environment with occasional need to enter an operational environment where personal injury protection equipment may be required. (Safety Glasses/Steel Toe Boots/Hard Hat) 

 

PHYSICAL DEMANDS/ REQUIREMENTS 
Walking, bending and sitting for long periods; Lifting 20 lbs. boxes repeatedly on a daily basis; Driving to other work locations

 

TECO offers a competitive Benefits package

 

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more

 

 

STORM DUTY REQUIREMENTS....Please make sure to read below  Responding to storms will be considered a condition of employment.

 

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

 

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

 

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

 

Pay Transparency Non-Discrimination Statement


The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

 

ADA policy


It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

 

Application accommodations


Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.