Rep, Market Relations

This position is posted until filled.

$44,877 - $58,340 - $71,803

Under limited supervision, completes billing and service order request activities within market-defined protocol. Acts as a liaison with TDSP field technicians, Retail Electric Providers (REPs) and end use customers to ensure compliance.

• Corresponds, both verbally and written, with Retail Providers, TNMP, ERCOT and end use customers to address service order and billing related inquiries and issues
• Reviews and resolves Marke Trak issues
• Reviews and resolves all CIS related exceptions through completion, including service order and meter reading
• Ensures service orders are dispatched and completed timely and accurately
• Reviews and reconciles various reports to ensure market and tariff compliance
• Reviews and monitors market participant Safety Net requests
• Processes Letter of Authorizations (LOA) and Critical Care requests

• Working knowledge of rate design and methodology with ability to communicate concepts to internal and external customers
• Knowledge and understanding of all market procedures, services offered, tariffs, market rules and regulations, and applicable state and federal regulations pertaining to TNMP and REP Relations
• Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor
• Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations
• Ability to respond to customer requests for service and/or assistance with a sense of urgency
• Ability to evaluate day-to-day processing and exceptions and conclude the course of action needed to resolve issues with minimal direction
• Ability to effectively handle concurrent assignments
• Strong knowledge of Marke Trak system procedures and protocols
• Demonstrated ability to conduct work safely and to promote safety and compliance

MINIMUM EDUCATION AND/OR

EXPERIENCE:

High school diploma or GED with three to five years of related experience in customer service, collections, and/or cashiering, or an equivalent combination of education and/or experience related to the discipline.

• Ability to read and comprehend instructions, short correspondence, and memos
• Ability to write complex correspondence
• Ability to speak clearly and persuasively in positive or negative situations
• Ability to effectively present information in one-on-one and group situations
• Ability to effectively listen and get clarification in order to respond to a wide range of questions
• Ability to communicate professionally and accurately with all market participants
• Ability to read and comprehend policy and procedures pertaining to the utility and the Public Utility Commission rules and regulations

• 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
• Ability to draw and interpret bar graphs

• Ability to use a personal computer and keyboard
• Working knowledge of word processing, spreadsheet, and database software
• Proficiency in all customer service technical systems: billing, telephone, electronic mail, payroll, emergency order response, customer service web page, and external web page

Ability to apply in-depth customer service understanding to carry out detailed and at times involved written or oral instructions. Ability to effectively resolve problems/issues involving complex issues in a wide range of situations. Ability to deal with problems involving at times limited concrete…