If you're resourceful, self-motivated, and self-managed, our Customer Experience Advisor role may be the perfect fit for you. PNM Customer Experience Advisors are currently working remotely from the convenience of their home office within commuting distance of our downtown Albuquerque Headquarters office. NOTE: New Hires are required to report to our downtown Albuquerque Headquarters office for the first three (3) months of employment.
PNM is seeking Customer Experience Advisors (CEAs) looking for a long-term career, that focuses on building relationships, working with a team of customer service professionals, and directly serving customers by improving the customer experience. The role is ideal for those with a passion for assisting customers with their energy needs while strengthening and building relationships through helping customers to find ways to save energy and money. Customer Experience Advisors deliver a personalized and caring experience - they anticipate, adapt, and resolve customer needs with the goal of exceeding expectations. Customer Experience Advisors are experts who appreciate our customers and, each other, every day.
Preferred skills are good memory and recall, calm attitude, organizational skills, attention to detail, flexibility, and friendly communication skills.
JOB DESCRIPTION
Customer Experience Advisor I (Full-Time)
Hourly Pay Rate - Dependent upon experience
Minimum - Maximum
$16.50/hour - $18.00/hour
Bilingual Differential = $1.00 additional per hour
Opportunity for promotions and bonuses
SUMMARY:
Under direct supervision, creates quality, value and confidence in the eyes of our customers by providing an exceptional customer experience. Effectively and efficiently answers questions and proactively resolves issues for PNM and TNMP customers related to billing, credit, payments, and outage calls. Assists leadership with coaching and special projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Resolves phone and/or written (i.e. chat, email) inquiries in an efficient, effective, professional, and courteous manner for customers and internal associates, which include challenging interactions
- Knowledge of basic to intermediate customer service transactions (i.e. payment arrangements, moves, credit and collections, energy diversion, emergency orders)
- Recognizes and reports safety risks for internal (i.e. field personnel) and external customers
- Strong willingness to learn and become proficient in dispatching orders for TNMP Texas customers, including phone calls to TNMP technicians and other field or office personnel
- Read and comprehend policy and procedures pertaining to the utility and the Public Regulations Commission rules and regulations
- Identifies and reports process improvement opportunities
- Addresses and effectively resolves customers energy consumption inquiries, which typically involves more complex transactions and issues
- Reduces revenue losses by implementing existing business practices and demonstrated field experiences that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed
- Handles some customer service inquiries via electronic channels (i.e. email, chat, social media)
- Completes training as required and completes all assessments associated; department standards must be met or exceeded. Maintains statistical records as needed
PNM Resources, Inc.
Alvarado Sq
Albuquerque
New Mexico United States
www.pnmresources.com
