System Services Advisor Associate

Summary
The System Services Advisor Associate is an entry-level position designed to prepare a new team member to respond to requests and resolve service-related issues at existing electric residential and commercial or industrial premises within an assigned geographical area. The role assists with reactive and proactive solutions to ensure a high level of electric delivery performance measured by reliability and satisfaction indicators. The position also promotes community relations through electric safety and reliability initiatives, develops and maintains relationships with builders, municipalities, and end-use customers, and effectively communicates solutions through telephone, electronic, and personal contacts.

Key Roles & Responsibilities

• Performs all essential aspects and functions of the job, as well as any other specific job requirements.


• Performs work assignments under the close direction of the Supervisor or System Service Coordinator.


• Takes a proactive role in cultivating internal and external relationships to achieve excellence in customer service and to facilitate the achievement of Company goals and objectives.


• Assists other team members with resolving electric service issues, including metering (e.g., inaccessible meters, crossed meters, loose meter base, reject orders), quality of service, meter sets, underground installation, VARU billing, and guard light orders.


• Assists with dispatching orders to the appropriate personnel.


• Assists other team members with the daily logging of all customer interactions derived from phone calls and emails.


• Assists other team members in responding to reliability of service issues and inquiries, including outage research and premise runbacks.


• Assists in customer escalations regarding Oncor Electric Delivery, including storm restoration and emergency situations.


• Understands how to manage and ensure completion of service orders within regulatory guidelines to meet Market Terms and Conditions requirements.


• Understands the process to coordinate scheduled and emergency clearances with customers and operations and ensures completion of To Do items within Customer Care and Billing (CCB) applications, along with applying calculated adjustments.


• Responds to call-outs and assists with emergency service restoration efforts, providing field and DOC support, as well as customer, municipal, and business notifications and updates.


• Assists in handling escalated inquiries, issues, and executive referrals.


• Supports and promotes Company safety and diversity initiatives.


• Variable shifts are required to cover a 10-hour market window.

Skills

• Must have strong written and interpersonal skills and be proficient with electronic communications; a general working knowledge of Company operations is preferred.


• Ability to achieve desired outcomes, objectives, and goals under the close direction of the Supervisor or Coordinator.


• Ability to work with and accept appropriate direction and supervision from others.


• Prior experience with computer applications, such as customer information systems, planned outage notification systems, and geographic information systems, is preferred; experience with internal Oncor Electric Delivery computer application systems is a plus.


• Proficiency in computer skills such as Microsoft Outlook, Word, Excel, and PowerPoint.

Education & Experience

• High school diploma or equivalent is required.


• One or more years of related work experience is required.


• Must hold and maintain a valid driver’s license.


• An associate or bachelor’s degree is encouraged to apply.

Measures of Success

• Achieves acceptable customer satisfaction survey results.


• Demonstrates the ability to effectively manage projects from inception to completion.


• Ensures timely and accurate completion of service orders.


• Works effectively with other groups.


• Consistently meets customer service expectations.


• Makes positive contributions to the safety program.


• Satisfactorily completes Employment Development Plans on schedule.


• Ensures compliance with all regulatory requirements.


• Effectively manages and meets Terms and Conditions requirements.