What are the responsibilities and job description for the Customer Engineering Representative Progression position at Tampa Electric Company?
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Title: Customer Engineering Representative Progression
Company: Tampa Electric Company
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days
Company: Tampa Electric Company
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days
POSITION CONCEPT
The Customer Engineering Representative (CER) is the central point of contact for any construction request for residential and commercial construction projects. Coordinates activities related to developing, determining, and satisfying a customers’ electrical needs and concerns with New Construction Project Managers, (Energy Delivery) Distribution Design Technicians Service Areas ASC’s, Lighting, Governmental Agencies, Line Supervisors, Line Clearance, Arborists, Contractors, and customers to ensure each request is completed in line with construction timelines. Responsibilities include but not limited to; managing and enhancing the customers digital experience, collecting, analyzing, and documenting customer construction drawings, creating Work Requests (WR) to fulfill engineering job requirements and provides continuous feedback between internal resources and customers in alignment with project requirements. Consults, advises, and coordinates with customers, engineers, contractors, and governmental agencies regarding project requirements. Works under general supervision and receives guidance from the supervisor, lead, and more senior Customer Engineering Representatives. Processes projects of moderate complexity and follows established policies and procedures. May perform some duties of CER II as opportunities for development.
Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, and accomplishments. Advancement is not automatic, i.e., based solely on time in the job, but will be based on the employee’s performance, qualifications, and the business and/or technical needs of the department.
CUSTOMER ENGINEERING REPRESENTATIVE I
PRIMARY DUTIES AND RESPONSIBILITIES
- Receives and resolves various types of construction requests through inbound and outbound customer telephone calls, emails and online (Construction Center). Interprets issues and requests to determine the correct type of work that needs to be completed to successfully resolve complex/multifaceted customer work requests. Coordinates service orders based on the type of customer request using specific procedures & Standard Electrical Service Requirements (SESR) guidelines, reinforced by online field research utilizing GT Connect, GIS, and Google Earth. Proper account set up and comprehension of technical data is critical for accurate account billing. Assists customers with questions/information reporting and interpreting the guidelines contained within the Standard Electrical Service Requirements (SESR) handbook and collaborates with internal and external business partners to ensure job progresses through the process and research/correct discrepancies to ensure timely installation of meters and services adding new revenue streams to the company in a timely manner. Ensures proper identification and execution of adding the inspections required alert to the TMD to ensure safety and compliance for internal and external business partners. Ensures meters are not arbitrarily installed without the associated approval documents from TEC inspectors and government entities.
- Performs numerous technical responsibilities to ensure customer work requests are completed appropriately and accurately; may include temporary power requests, residential overhead and underground requests, Tree Trim & Lighting requests, traffic signals, arc flash study requests and other technical customer requests. This role includes processing various technical work requests with minimal errors, high customer satisfaction scores, and department maintaining service level metrics. Identify and resolve disconnection and/or vacancy related service interruptions/disconnections for residential and commercial new constructions rates schedules. Identifies replication synchronizing failures between SAP production environments for those new service contracts; assists with meeting timely and accurate billing metrics.
- Collects specific technical data to ensure project success and mitigate potential delays, including civil, electrical, and architectural drawings for all new services or upgrades of service and interprets the technical information that verifies locations of TEC’s existing and proposed equipment and any third parties’ infrastructure; water, sewer, storm, telephone, and cable lines, which includes adequately identified on the construction prints for assignment of work to either a Project Manager or to the appropriate service area based on specific criteria and electrical SESR guidelines.
- Processes projects of easy to moderate complexity and provides supporting data with direction from Supervisor or Project Manager, includes obtaining technical project information from customers by formulating and articulating in-depth clarifying questions to ensure proper design and cost estimating. Responsible for creating Business Partner’s (BP) and manages mass move-in process with scripting application to ensure daily service levels are met for customer move in data. Support small projects, including the New Construction Digital Portal and other ad hoc project requests, which are key in developing business requirements and/or business strategy for digital roadmaps (e.g. transformation project, CE, ADI, IT). Support company ICS Storm Response which requires mandatory availability to support the Company storm response to the community. Serve as primary point of contact for all new construction apartment complex projects; from assisting in service alert creation to capturing the business partner’s billing and contact information through to technical master data in SAP and meter installation, ending with business partner service contract creation.
- Provides before and after-hours support to Customer Care & B&I, related to customer construction needs and provides front-line customer service and timely response to customers’ online construction requests. Occasionally assists peers with guidance on processes, procedures, and escalations. Assists in storm support in various roles from emergency call taking, logistics support, and boots on the ground initiatives. Manages reporting data for work request exceptions to ensure WR activities are correctly coded and charged to the appropriate accounts for Capital and O&M projects ensuring accuracy in financial reporting i.e., net income
- Support key processes to ensure TEC is compliant with the Florida Publix Service Commission approved tariff, such as removing temporary construction service within 12-months of installation. Support process and process improvements to meet company goals, CE scorecard, while improving customer satisfaction and JDP satisfaction scores. Cross train and perform duties of a level 2 with support, from time to time, further development and support the business unit with minimal supervision.
Minimum Qualifications.
Education
- Required: High School Diploma or equivalent
- Preferred: Associates degree in a related field.
Direct Experience
- Required: Minimum 3 years’ direct work experience in a Contact Center Customer Service environment or in an Engineering Construction environment.
- Preferred: Direct work experience in the electric utility industry in a customer service role
Knowledge/Skills/Abilities
Required:
- Working knowledge of Customer Relationship Management (CRM) system(s)
- Knowledge of Microsoft Office Suites.
- Ability to refer to documentation or manuals/guidelines to resolve issues.
- Ability to recommend and implement process improvement, update manuals and support new/amended business requirements.
- Strong organizational and time management skills. Excellent written and oral communication skills.
- Ability to perform moderately complex assignments independently to support the New Construction Department.
- Ability to effectively interact with external TEC contacts (consultants, engineers, architects, government officials, developers, etc.) to discuss technical project/customer requirements.
- Understand the importance of assimilating the needs of the customer and the Company and incorporate those needs into processes.
- Ability to be able to meet deadlines, possess initiative, adapt to a fast-paced work environment, and handle many tasks at once under minimal supervision.
- Ability to reference documentation or manuals/guidelines to resolve issues and have a basic foundational knowledge of processes to provide general assistance.
- Demonstrated strong analytical, planning, and organizational skills and the ability to work independently.
Preferred:
- Proficient understanding of how to relate rate types to customer work request and billing coordinate with all systems.
- Ability to read and analyze professional architectural and engineered drawings along with electric utility primary circuit maps, to include knowledge of CAD.
- Ability to analyze and interpret Electrical and Construction Drawings
- Knowledge of TEC Customer Service policies and procedures and working knowledge of WorkPro.
- Knowledge of Maxviewer & Finesse, GIS (Geographic Information System), and PCAD, and Google Earth.
- Knowledge of Standard Electrical Service Requirement (SESR) handbook.
- Knowledge of FTP Site and Access/View Service Alerts.
- Working knowledge of blueprints and schematics and the ability to read electrical prints, riser diagrams, panel schedules, civil and site drawings.
- Ability to analyze technical data with knowledge of construction types (new/existing/renovations), amperage, voltage (single and three phase), and loads associated with retail, office, warehouse, residential, pumps, temporary service, etc.
- Comparing application and customer submitted drawings to ensure accuracy and inquire about discrepancies.
CUSTOMER ENGINEERING REPRESENTATIVE II
The Customer Engineering Representative (CER) II is the central point of contact for any construction request for residential and commercial construction projects. Coordinates activities related to developing, determining, and satisfying a customers’ electrical needs and concerns with New Construction Project Managers, (Energy Delivery) Distribution Design Technicians Service Areas ASC’s, Lighting, Governmental Agencies, Line Supervisors, Line Clearance, Arborists, Contractors, and customers to ensure each request is completed in line with construction timelines. Responsibilities include but not limited to; managing and enhancing the customers digital experience, collecting, analyzing, and documenting customer construction drawings, creating Work Requests (WR) to fulfill engineering job requirements and provides continuous feedback between internal resources and customers in alignment with project requirements. Configures technical Master Data into SAP CRM system. Consults, advises, and coordinates with customers, engineers, contractors, and governmental agencies regarding project requirements. Works under general supervision and receives guidance from the supervisor, lead, and more senior Customer Engineering Representatives. Processes projects of moderate complexity and follows established policies and procedures. Works under minimal supervision and receives guidance from the Customer Engineering Representative Lead. Processes projects of higher complexity with the authority and influence to make decisions.
ADDITIONAL DUTIES AND RESPONSIBILITIES
- Configures Technical Master Data and the Move-in process into the SAP Customer Relationship Management (CRM) to ensure accurate and timely posting for billing records. Completes and closes out the combination of the Technical Master Data (TMD) and the Business Master Data (BMD). Analyzes information provided to ensure accuracy and prevent billing errors for large accounts with complex billing attributes. Performs post work request audit functions relating to exceptions within the workflow process and identifies gaps within the workflow process and mitigates project delays and delays to revenue streams by creating service notifications in CRM to initiate the generation of PragmaCad (PCad) tickets for distribution and meter work where the initial process flow was interrupted. Processes governmental releases from multiple agencies to accurately obtain the proper coding before being created in the SAP Customer Relationship Management (CRM) while also Establishing ongoing communication with governmental agencies.
- Provides mentoring, technical, and analytical support and cross-training to others and provides technical support and expertise related to Microsoft Office Suite (Word, Excel, and Power Point), WorkPro and Customer Relationship Management system (CRM), providing support, generating reports and spreadsheets for management use and presentations.
- Serves as SME on processes and procedures researching and resolving work request discrepancies between the customer request, field inspection, and government release where quality issues exist in the workflow process. Supports and occasionally leads project teams as subject matter expert and assists in developing business requirements for statement of work (SOW) for one source projects, programs, or system enhancements.
- Processes projects of increased complexity and provides supporting data with little supervision or direction from Lead, Supervisor, or Project Manager. This includes obtaining technical project information from customers by formulating and articulating in-depth clarifying questions. Provides information to stakeholders to ensure accurate and cost-effective project design based on project needs.
- Supports the Team in a lead role from time to time. Able to independently lead small projects, provide technical support to large projects, plus support the digitalization and enhancement of current processes and procedures.
Minimum Qualifications.
Education
- Required: High School Diploma or equivalent
- Preferred: Associate degree in a related field.
Experience
Required: Minimum 4 years direct work experience in a Customer Service environment or in an Engineering Construction environment.
Preferred: 2 years as a CER I
Knowledge, Skills and Abilities
Required:
In addition to the KSAs for the CER I
- Must be proficient in WorkPro, WorkPro Companion, and Microsoft Office Suites.
- Must have extensive knowledge in multiple areas of SAP Customer Relationship Management (CRM)
- Must be proficient in TEC Customer Service Policy and Procedures as it relates to billing.
- Excellent planning and organization skills with ability to perform multiple complex tasks accurately.
- Working knowledge of Standard Electrical Service Requirement (SESR).
- Demonstrated knowledge and skills in the concepts and principles of GIS.
LEADERSHIP COMPETENCIES
- Speaks up on Safety, Health, and the Environment
- Takes Ownership and Acts with Integrity
- Drives Operational Excellence for Customers
- Builds Strong, Collaborative Relationships
- Develops People and Teams
- Cultivates Innovation and Embraces Change
- Thinks Strategically and Exercises Sound Judgment
WORKING CONDITIONS
Occasional overtime may be required.
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 storms will be considered 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)
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.
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.
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.
