Coord, Reg Customer Serv - SEThis position will focus on coordinating service field activities within the assigned territory and assisting the operations supervisors and managers as needed. Duties and responsibilities include promoting all regulated and unregulated services to current customers and potential customers, coordinating service opportunities, and assisting management with recommending and implementing improvements. The position will also be responsible for coordinating, leading, and assigning the work of company employees as well as acting as a liaison with other Field Operations Lines of Business. The position will be expected to make decisions and fill in when supervisors are unavailable. The position will also be responsible for ensuring compliance with company policies and procedures by documenting and recording standard processes to ensure high levels of productivity and efficiency for the department. The position will also be responsible for reviewing reports and proactively addressing opportunities for improvement of processes, employee performance, and/or customer service. The position will be responsible for coordinating daily activities through the work of non-emergency and emergency work orders and the maintenance of vehicles and equipment. The position will also be responsible for running dedicated groups for work order types (Collections, read in/Read out orders, etc.). The position will manage the prioritization of projects assigned to the Operations field personnel in the Resource Center and the timely completion of each. The position will coordinate work activities with other Lines of Business and Resource Centers, as necessary. The position will work flagged order report, create and route appropriate follow up orders, process ERT change requests and ensure completion, perform meter audits, support leak process as needed (Grade 1, 2, 3 & 3rdParty damages), assist with building maintenance functions, coordinate equipment repairs, equipment calibration, and tool ordering, FCS storeroom management, coordinate ordering of material for Large M&R's (Print Jobs) with the Meter & Weld Shop, assist with WFM/Time off activities, respond immediately to operational and emergency callouts and is subject to the same 7 days a week, 24 hours a day call out, assist in liaison activities. Essential characteristics include demonstrating effective leadership skills/ability, excellent verbal and written communication skills, excellent customer service skills, and the ability to perform in emergency situations. Supervisory responsibilities are required. Required education includes a high school diploma/GED and a valid driver's license. A bachelor's degree is preferred. Certificates, licenses, and registrations preferred include a licensed plumber, licensed electrician, and HVAC certification. Required knowledge, skills, and abilities include working knowledge of mechanical systems, including basic understanding of accepted accounting practices, previous experience as a service technician or similar role, experience in NGBU field work or like natural gas experience from other utilities, FCS technician training and OQ requirements for FCS technician, knowledge of gas appliance installation, basic mathematics skills and basic understanding of budgets and related practices, perform other assignments (or duties) as required by Operations Manager, experience working in alternate work management systems (SAP etc.), basic knowledge of mechanical and electrical systems, proficiency in using computers and related software applications such as Microsoft Word, Excel, Outlook, Map Point, S2K/MVRS, Service Suite, Web Methods. Fieldsmart, Power Bl, MOMs, GSA Lite. The position requires working on a computer for extended periods of time and able to work in the field under adverse weather conditions.
