Job Description

Job Summary

As the primary customer contact, the RESC proactively and reactively responds to the sales and service needs of residential and small commercial customers including service delivery, outages, energy quality issues, new services (permanent and temporary), outdoor lighting, rewires, relocations, hold-off clearances, removals (permanent and temporary), cut-offs, metering, client jobs, and billing inquiries for gas and electric customers.

Job Responsibilities

The Residential Energy Services Consultant performs the following duties:

Work with homeowners, developers, contractors, consultants, engineering firms, municipalities to establish new/expanded service.
Consult with customers on service options and corresponding prices.
Create/cancel work requests, applications other correspondence to customers, builders, contractors.
Coordinate installation with internal and external resources, negotiate timelines and required-by dates.
Request plot surveys, boundary lines, other missing information on work request.
Manage customer contact and expectations for service delivery by identifying/resolving potential issues to completion.
Proactively manage internal work requests by identifying/resolving potential issues to completion.
Provide notification for planned outage to affected customers.
Respond to rate evaluations, bill inquiries, various service functions.
Initiate customer referrals/promote participation in various company programs, energy efficiency, focus on energy, conservation measures.
Determine availability of service.
Apply standard cost guide information to give customer general cost for new service, rewire, relocation, deactivations/removal, etc.
Determine and assign site visit and design to appropriate personnel.
Act on requests for site visits for central groups, customer contact centers, and customers to gather field information or determine if job is design/non-design.
Provide answers to technical questions from construction crews, customers, etc.
Identify options and alternatives to customer requests for service work.
Perform gas energy audits, apply economic models for gas sales/gas main estimates.
Share locations for potential new building, pool/deck sites, drain tile location, etc.
Process annexation orders and request addresses to be designated and assigned by municipalities for new premises.
Respond to meter requests/removals, prepare documents for Meter & Service.
Coordinate/schedule customer/company requested outages, hold-offs, including client jobs.
Report emergency or outage information for gas and electric facilities to the appropriate service department.
Respond to notification of customer equipment violations/hazards by composing, scanning into STORMS, distributing letters to customers/municipalities and follow-up for possible corrective actions.
Coordinate, conduct, participate, track site utility meetings for new residential/small commercial developments.
Manage/record customer expectations regarding project timelines.
Provide customers/developers/builders with appropriate contacts and applications/paperwork.
Monitor schedule/provide ongoing communication of job status to all parties involved.
Reconcile needs between customer, company, and municipalities to resolve conflicts regarding service needs.
Update/manage database information, e.g., managing work queues, documenting customer contacts, etc.
Respond to customers regarding outages and be available for emergency/storm duty roles.
Investigate and resolve customer inquiry, complaints.
Provide back-up support to expediting and ESC staff.

Minimum Experience Required

Applicant must have an Associate Degree or equivalent education in engineering, marketing, business administration, or finance; and must have at least three years of customer contact experience. Official transcripts are required and should be submitted at the time of your application.

Applicant must have a valid driver's license and meet the company’s requirements for driving. 
For positions in some locations, applicants must comply with D.O.T. Part 199 Pipeline drug and alcohol testing requirements.

This position may require unescorted access to certain critical cyber assets which would require applicants to satisfy all Company and NERC Critical Infrastructure Protection Standard 004 security requirements, which includes a background investigation.