Summary
The Measurement Field Support Specialist is responsible for dispatching, routing and workload adjustments for the Measurement Services field personnel across the entire Oncor Service territory using the InService system. The Measurement Field Support Specialist ensures the execution of internal or external service orders in accordance with PUCT rules. The incumbent will be the primary point of contact for process and service order related questions, including all but not limited to Measurement Services field personnel. The position requires working various shift schedules 24/7/365 days a year including holidays.
Key Roles & Responsibilities
- Identify, prioritize and assign work to the appropriate available resources to efficiently meet customer and market requirements.
- Interface directly with customers and key internal business partners including all Measurement Services field staff, Oncor Contact center, Rep Relations, Market operations, Billing, AMS, Oncor IT, Distribution operations and Oncor leadership to resolve process or service order questions, exceptions and escalations.
- Monitor, investigate and leverage business knowledge for decisions on service orders to ensure compliance with PUCT rules.
- Take decisive and timely action to address sensitive situations. These decisions affect the immediate satisfaction of the relationships between Oncor and the EUCs or REPs.
- Communicate effectively with field personnel to log, address, escalate or resolve their immediate needs or concerns.
- Manage the ADHOC creation, cancellation or rebalancing of service orders as warranted to meet customer needs.
- The incumbent must demonstrate the ability to directly interface effectively with all levels of employees, direct or indirect leadership, including executive management and contractors.
- Dynamically deploy adequate resource and assets to meet changing customer requirements and timelines.
- Manage a high volume of work including emails, phone calls, electronic service request and electronic messaging to ensure resolution.
- Manage the re-routing AMS service order failures on a daily basis. Sending on-demand commands through AMS to complete service orders within specified PUCT requirements.
- Performs all essential aspects and functions of the job as well as any other specific job requirements.
Skills
- Proficiency in using Microsoft Office Tools, including Word and Excel to manage data and create reports
- Excellent verbal and written communication, interpersonal and organizational skills.
- Strong analytic, problem-solving skills coupled with high energy and motivation.
- Strong time management skills.
- Ability to multitask and work in a fast-paced team environment.
- Ability to interact and work effectively with co-workers
Education and Experience
- High School Diploma, GED or equivalent is required
- Associate degree or two (2) year technical degree is encouraged to apply.
- Two years of business experience with demonstrated experience and skills transferable to a customer service environment including direct and indirect interaction with customers is encouraged to apply.
Measures of Success
- Timely, accurate completion of service orders.
- Follows Measurement Services safety procedures.
- Demonstrates contribution to workgroup goals.
- Adheres to Company policies and procedures.
- Demonstrates and actively incorporates Oncor's core values.
- Interaction with internal and external stake holders to resolve issues in accord with Company policies and standards.
Oncor Electric Delivery
1616 Woodall Rogers Freeway
Dallas
Texas United States
www.oncor.com
