Senior Coordinator - Meter Services

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Senior Coordinator - Meter Services

This position will be hired at level dependent on applicant experience with opportunity for promotion if hired at entry or mid level based on knowledge, skills and abilities.

Job Function

 Customer Service Coordination Processes all types of service orders and serves as a liaison between specific customer segments and the transmission and distribution operation.

Key Job Information Senior Coordinator 6420 Grade 5
Career Level: B4

Lead Business Support Requires expertise in a variety of work processes through a combination of job-related training and considerable on-the-job experience Typically acts as a lead, coordinating the work of others but not a supervisor Works autonomously within established procedures and practices

Key Responsibilities

Leadership and Specialization Typically has deep level of expertise in one area or specializes in multiple areas. Provides information or instruction to other employees. Responds to questions or escalated situations from other employees.

Data Review Reviews data, identifies issues, investigates root causes, and dispatches work orders to correct issues, often for more than one specialty area. Follows through to ensure completion.

Outage Responses Responds to outages and power quality requests. Assists with outage preparedness and may maintain outage information and contacts.

Work Orders Coordinates, enters, monitors and closes work orders related to area(s) of specialization. Works with other departments to ensure work orders are processed. Serves as a subject matter expert in area(s) of expertise.

Process Documentation Follows processes and procedures and ensures accurate data entry. Develops and maintains process documentation and job aids.

Customer Service Responds to customer calls and researches and resolves customer issues related to outages, connections or work orders. Works with other departments to resolve complex or escalated issues.

Education/Experience/Certifications

 Education Requires high school diploma or equivalent

Experience Preferred: eight or more years in Customer Service in a utility setting or equivalent with at least one year of formal or informal leadership experience.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

 Working knowledge of PGE service territory

Working knowledge of the fundamentals of electricity and the electrical system

 Intermediate knowledge of customer and work order systems used in department

 Working knowledge of customer service transactions and procedures

Working knowledge of regulations and tariffs related to electricity delivery

Working skills in organization and prioritization

 General Competencies

Intermediate skills in written and oral communication

Working skills in decision making

Working skills in conflict management

Intermediate skills in customer focus

Working skills in enterprise/business awareness

 Intermediate interpersonal skills

Working skills in business process interrelationships

Basic skills in developing others

Physical and Cognitive Demands

Cognitive Level

Intermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to adhere to set response times, deadlines and time-sensitive tasks

Ability to follow accuracy standards

Ability to follow through on decision-making tasks

Ability to interact effectively and collaboratively within a team environment

Ability to communicate and problem solve when under stress

Ability to respond and adapt to frequent change

Ability to accept and demonstrate self-awareness when provided constructive feedback

Ability to discern feedback and acknowledge ownership of areas of improvement

Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks

 Ability to successfully collaborate with peers, managers and others within the organization Dem