Associate Field Service Representative

Executes customer service orders (CSO's) and records customer account information through an automated mobile workforce application. Performs connect/disconnect work on residential services. Responds to meter tampering alerts from our automated metering system (AMS) to perform an inspection and report and gather evidence required by the PUCT. Performs field Inspections of distribution facilities for validation of customer transformer ties and records exceptions utilizing an automated mapping system (Go-Sync). Provides meter information to internal and external customers.

This position has the ability to be placed at one of the 8 locations listed and will be discussed further during the interview process.

• Executes connect and disconnect service order request in the field according to market protocol or the guidelines of Texas SET terms and condition agreement.
• Utilizes ITRON OpenWay-Field Pro software and a remote ZigBee interface to perform connect/disconnect orders, read the meter and reset the KVA.
• Performs disconnects for non-pay, including under adverse or hostile conditions.
• Records customer metering account information using automated mobile workforce application.
• Inspects, recognizes, reports and records possible residential diversion activity for corrective action.
• Gathers photographs, affidavits and any other credible evidence while in the field to support the case.
• Utilizes Go-Sync mapping software to validate and record exceptions of the distribution facilities system.
• Provides and validates electric metering information to internal and external customers.
• Identifies opportunities for process improvement and makes suggestions to supervision.

Requires High school diploma, GED or the equivalent knowledge of English, basic mathematics and grammar.

• Requires a minimum of one year of field or customer service-related experience.
• Minimum of 1 year of driving experience in a professional or field setting, with a clean driving record.
• Able to demonstrate and apply working knowledge of electrical safety standards to inspect, recognize and report possible diversion activities for corrective action.
• Able to read all types of meters and record numerical readings.
• Able to exercise discretion, tact and good judgment in dealing with customers, the public, vendors and employees.
• Able to communicate clearly (orally and in writing) to manage situations involving adverse or hostile conditions and communicate effectively with supervision and co-workers.
• Able to communicate effectively (orally and in writing) when interacting with customers, the public and co-workers using a company (two-way) radio system and the message feature on the mobile application.
• Able to communicate company policies and procedures to customers with courtesy and professionalism, under adverse or hostile conditions.
• Able to operate a company vehicle in accordance with all motor vehicle traffic laws and corporate expectations/policy of vehicle safety.
• Able to demonstrate excellent knowledge of geographic territory to locate service address.
• Able to utilize the mobile mapping feature within the mobile workforce application or a Key map.
• Able to prioritize and schedule tasks, pay attention to detail and demonstrate good time management.

• Able to make informed decisions, follow procedures and work safely, in compliance with all company policies, operating procedures and safety standards and regulations.
• Able to access meter locations which may be confined, require ladder access, or areas occupied by customers' pets (restrained and unrestrained).
• Able to work successfully in a team environment.
• Able to acquire, demonstrate and apply thorough knowledge of company policies, procedures, processes and all regulations and rules related to Distribution Customer Services field activities.
• Able to provide and maintain a valid Texas driver's license (Class C) and safe driving record.
• Able to make sound, logical decisions.
• Able to identify creative and innovative solutions to resolve problems and suggest those to supervision.
• Able to operate a company vehicle in compliance with applicable laws and company policies.
• Able to demonstrate and apply basic knowledge of personal computer/lap top operating system software functionality and the use of a computer keyboard.
• Able to demonstrate and apply a basic knowledge of electrical equipment and electrical safety concerns.
• Must demonstrate the ability to progress skills and move forward.

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  Able to operate a motor vehicle and drive a motor vehicle daily, in a safe manner.

  
  

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  Able to drive on freeways and toll roads routinely to respond to customer service order exceptions

  
  
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  Able to perform work on a ladder to reach electric meters located above head.

  
  
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  Able to walk up at least three flights of stairs on a routine basis.

  
  

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  Able to demonstrate and apply the physical dexterity to access meter locations which may be confined, require ladder access, or areas occupied by customer's pets

  
  
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  Able to inspect work visually as well as walk, stand, reach, lift and bend to perform that work.

  
  
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  Able to use hand tools (such as screw driver, pliers and cutters) necessary to complete work.

  
  
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  Able to demonstrate the manual dexterity required to operate a two-way radio unit, personal computer, mobile phone and/or pager.

  
  

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  Able to work mandatory overtime periodically.

  
  

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  Able to handle emergency situations on occasion, including physical threats and/or post-storm emergency operations/restoration demands.

  
  

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  Able to work out-of-doors and perform field work regardless of weather conditions.

  
  

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  Able to work frequently in conditions such as in a high crime area, in the presence of aggressive dogs and/or heavy vehicular traffic.