REP Account Manager thru REP Account Manager Senior

Salary Range: $109,131- $182,767
Relocation: No

About Us

Oncor Electric Delivery is the sixth largest electric transmission and distribution utility in the country, serving ten million customers in 400 cities across Texas. Oncor is leading the way in providing superior reliability while deploying one of the most advanced utility technology platforms in the nation. Our team of dedicated professionals is committed to responsible environmental stewardship, while working passionately to empower our customers’ modern lives through the safe, reliable and efficient delivery of electricity.

Summary

The incumbent builds and maintains relationships between Oncor and Retail Electric Providers (REPs).  The incumbent manages the overall relationship with REPs including providing education on Oncor business practices, systems and processes along with administering Delivery Service Agreements.

Key Roles & Responsibilities

• Serves as the primary interface for Oncor with multiple large and/or complex REP’s, developing and managing the overall relationship between the parties in order to establish and maintain a high level of customer satisfaction.
• Advocates REP positions within Oncor when applicable.
• Coordinates the resources and activities required to successfully resolve Oncor, REP and Market issues in areas such as electric service reliability, billing, collections, disconnection, reconnection, switching and various other market transactions.
• Directs, leads, and manages multifunctional teams to respond to requests from REPs for process improvements.
• Serves as the market subject matter expert and provides leadership and training to employees in REP and Market Relations and other departments as applicable.
• Directs the department in the absence of the Sr Manager of REP Relations.
• Leverages REP relationships to promote Oncor objectives.
• Guides REPs and Oncor through escalations pertaining to Critical Load, Business Awareness and Critical Care designations.
• Assists and guides REPs through market testing processes and administering Delivery Service Agreements.
• Coordinates REP escalations with internally such as the Contact Center, Exceptions Management, New Construction Management, Area Managers, Large C&I, Distribution, and Claims.
• Identifies positive and negative trends through internal analytics.
• Communicates beneficial information to help REPs improve their day-to-day operations.
• Works with REPs to find opportunities for Oncor to improve service.
• Performs all essential functions and aspects of the job including any other specific job requirements.

Education, Experience, & Skills

Rep Account Manager

Education

• High School Diploma, GED or equivalent is required
• Bachelor's degree or High School Diploma, GED or equivalent with a minimum of 6 years of related work experience in a technical, account management, or customer service function is encouraged to apply

Skills

• Highly skilled in verbal and written communications 
• Advanced knowledge in CC&B, or other customer service and billing applications, and Microsoft Office products including
  Word, Excel, PowerPoint and Outlook.
• Demonstrated experience in successfully leading multifunctional groups to achieve a high level of satisfaction.

Senior Rep Account Manager

Education

• High School Diploma, GED or equivalent is required
• Bachelor's degree or High School Diploma, GED or equivalent with a minimum of 8 years of related work experience in managing technical or customer relations functions is encouraged to apply

Skills

• Demonstrated experience in account management
• Advanced knowledge of utility operations
• Advanced knowledge of PUCT Substantive Rules and ERCOT Protocols and Guides
• Detailed understanding of the ERCOT settlement process and Oncor delivery rates
• Advanced knowledge of Texas Standard Electronic Transactions (Texas SET)
• Highly skilled in verbal and written communications
• Advanced knowledge in CC&B, or other customer service and billing applications,
• Knowledge of Microsoft Office products including Word, Excel, PowerPoint and Outlook.
• Demonstrated experience in successfully leading multifunctional groups to achieve a high level of satisfaction.

Measures of Success

• Demonstrates effective leadership, acts responsibly and is self-directed.
• Effectively translates REP and stakeholder strategic initiatives and achieves effective solutions resulting in a high level of REP satisfaction.
• Strong, productive relationships with both external/internal constituents and proactively develops solutions to improve processes and customer service.
• Demonstrates accuracy and attention to detail.
• Takes ownership of issues.
• Delivers timely solutions according to commitments.
• Uses critical thinking and quantitative skills to deliver innovative solutions.
• Coordinates multiple concurrent projects and adapts to shifting priorities.
• Ability to work in an open, collaborative environment.
• Applies solution-based thinking to daily activities.
• Ability to embrace and navigate disruption.
• Develops strong business relationships with REPs and other market participants.

Benefits

At Oncor, we offer a comprehensive set of benefits, compensation and performance management programs designed specifically to attract, retain, motivate and reward our high-performing workforce. Our supportive and inclusive culture allows every team member the opportunity to thrive and make a difference. We invest in our employee’s success and well-being by offering such things as:

• Annual incentive program.
• Competitive health and welfare benefits (medical, dental, vision, life insurance).
• Ability to earn wellness incentives (up to $2,000 in 2025) and other wellbeing resources.
• 401k with dollar-for-dollar company match up to 6%.
• Cash balance pension plan.
• Tuition reimbursement.
• Competitive vacation, 10 company holidays and 2 personal holidays.
• Paid parental leave.
• Other perks such as commuter benefits, electric vehicle incentive program, appliance purchase plan.

Participation in benefit programs for employees in collective bargaining units is subject to the applicable collective bargaining agreement.

Salary : $109,131 - $182,767