Rep, Market Relations

POSTING DEADLINE

This position is posted until filled.

JOB DESCRIPTION

Market Relations Rep I

Salary Grade: G11
Minimum Midpoint Maximum
$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

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 variables in standardized situations.

Ability to make sound decisions that support the Company's goals and missions as they pertain to tariff and market requirements

Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.

Office environment.

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that…