Customer Service Specialist - Meter Operations

Title: Customer Service Specialist - Meter Operations 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

 

 

POSITION CONCEPT

 

The Customer Service Specialist is a front-line employee and responsible for completing high-level field orders to resolve customer billing issues and concerns. The Specialist, performing under moderate supervision, completes field verifications, as needed, and troubleshoots billing irregularities associated with the account. Resolves customer complaints filed with the Florida Public Service Commission on meter and billing issues to determine reasons for billing irregularities. Completes field audits to identify any damaged or malfunctioning meters, and documents information to initiate rebilling on customer accounts.           

 

PRIMARY DUTIES AND RESPONSIBILTIES:

 

1. Performs high bill order resolution requests (SHBO) by collecting account consumption data, seasonal weather patterns, metering information, and associated account billing detail.

 

1. Performs field audit and completes necessary load checks for proper meter registration and verifies proper functionality of customer owned equipment.

 

1. Review all account findings and data with customer with a focus on billing resolution and energy conservation.

 

1. Completes field verification requests for SAP billing issues involving various billing discrepancies that include correct meter information, address verification, correct billing rates, and customer electrical issues.

 

1. Resolves escalated FPSC and customer complaints by scheduling field audits with customers and coordinating on-site meter diagnostic tests with company’s meter department.

 

1. Completes switched meter identification checks to resolve issues with account records being incorrectly billed on incorrect meter.

 

1. Identify any visible equipment damage, i.e. damaged meters, seals, load management equipment, zap cap equipment, and other TEC maintained equipment.

 

1. Completes miscellaneous field checks on accounts to ensure billing accuracy.

 

1. Updates completion and any correction information of field requests in SAP in the form of exception cases.

 

RELATIONSHIPS

 

Internal: Meter Department, Meter Operations, Credit & Collections, Call Center and Billing & Payments.

           

External: Customers and property management personnel.

 

QUALIFICATIONS

 

Education/License:

 

Required: High School Diploma or equivalency. Valid driver’s license for operating and use of company vehicle to perform field activities anywhere in Tampa Electric service territory.

 

Related Experience:

 

Required: Minimum of 2 years of related work experience (related experience may include customer service, meter department, or field operations in a Customer Service environment). 

 

Preferred: Previous meter and basic electricity experience (reading meters, meter disconnects, and meter Installations)

 

Knowledge/Skills/Abilities:

 

Required: Ability to safely operate a vehicle. Ability to identify metering issues with focus on Tampering. Must be able to communicate effectively on customer communications and have good oral and written communication.  Knowledge of MicroSoft Office and basic computer skills.

 

Preferred: Knowledge of Meter Safety training; TEC Service territory; and working knowledge of SAP.

 

Leadership Competencies

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

 

PHYSICAL REQUIREMENTS

 

Required:  Physical ability to safely perform field verifications and outdoor audits in inclement weather including hot summer days and rainy conditions.  Ability to bend, stoop, stand for long periods of time. 

 

TECO offers a competitive Benefit