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 workingknowledge 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 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 stormswill beconsidered 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.