Description
SUMMARY:
Under minimal supervision responds and coordinates contact with customers requesting new electric service installation, removals, relocations, generating customer line extension requests, and processing electric service orders. Provides customer service in an effective and efficient manner by resolving customer inquiries and/or complaints professionally and courteously.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Interviews customers to acquire essential and necessary information for service order requests (e.g. mainline extensions and/or secondary lines), and offers suggestions, ideas, and/or options to ensure customers receive information pertinent to their utility needs
Manages the distribution of New Service Delivery (NSD) calls through the Electric Service Coordinator phone line to meet department goals and call handling expectations
Provides call escalation support to address complex customer concerns, and provide a positive outcome
Ability to interact with all internal and external customers in an effective and professional manner
Proficiently sets up and assigns work activities for service requests for new installations, removals, and relocations, utilizing and complying with department processes and systems
Proficiently sets up and assigns work activities to process electric permit information into the NSD Permit Database and NSD applications systems, and continues the process by creating the appropriate inspections and orders, in a timely and accurate manner
Looks for opportunities, and facilitates continuous improvement efforts by making recommendations for improving procedures
Monitors and/or provides timely and accurate information to internal and external customers on new service requests without guidance
Communicates service inspection information as identified by the inspector to address customer questions, and concerns regarding the results without guidance Verifies applicable/appropriate billing records and processing (e.g. monthly/quarterly reporting) with little or no supervision or guidance
Collaborates and takes lead with internal and external customers to verify service order information to ensure billing accuracy
Assigns work activities and audit scheduling through various applications and dispatching of crews for new service delivery, outage information, disconnect/reconnects, processing electrical waivers and opening of equipment and/or services requests without guidance Will assume role as lead to other Electric Services Coordinators for Supervisor/Management support when necessary
Must complete all PNM required safety courses and have a full understanding and working knowledge of PNM policies and procedures
Identifies and documents training needs and provides to feedback to Supervisor
Assists with training to provide guidance and direction to Level I Service Coordinators
COMPETENCIES:
Sets the example of how to interact and communicate with all internal and external customers in an effective and professional manner
Proficient working knowledge of the electric service delivery process and all areas of responsibility to address customer complaints and concerns, without guidance Skilled expertise and working knowledge of the electrical permit process and the ability to perform related functions, which may include data/order entry, record keeping, coordination of residential service inspections, premise creation, handle general inquiries, and coordination with customer and regulatory agencies In depth knowledge of PNM and industry construction and meter standards, and governmental rules and regulations with no guidance Proven consistent ability to manage and assign heavy workloads and complete assignments within the required time frame In depth knowledge of Company procedures and policies and local, state, and federal regulations pertaining to the duties assigned
Excellent communication and responsiveness to Customers
Ability to run, manage, audit, and interpret assigned reports and invoices
Knowledge of City, County and States process/inspector¿s area and permits tied to them
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
Associates Degree in a related field with five to seven years of experience, or equivalent combination of education and/or experience related to the discipline
In depth knowledge of PNM NM Banner and Microsoft Office applications. New Service Delivery experience preferred
CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess a current, legally valid driver's license and meet the company's driving record requirements
COMMUNICATION SKILLS:
Ability to read,write, and comprehend complex instructions, correspondence, and memos Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization Ability to take the lead to interact effectively and diplomatically with a wide range of individuals in wide range customer situations Demonstrated ability to communicate effectively and positively with the customer
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
COMPUTER SKILLS:
In depth knowledge on how to operate a computer, to competently utilize all appropriate internal software applications, such as BannerMS, Applications, PowerClerk, NSD Permit Database, InContact, WebEx and Service Suite
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply sound judgment and understanding to carry out detailed instructions in written, oral, or diagram form
Ability to deal with a wide range of issues/problems involving a few concrete variables in standardized situations
Ability to provide recommended solutions to manager regarding customer service issues, account reconciliation or scheduling conflict
Under minimal supervision responds and coordinates contact with customers requesting new electric service installation, removals, relocations, generating customer line extension requests, and processing electric service orders. Provides customer service in an effective and efficient manner by resolving customer inquiries and/or complaints professionally and courteously.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Interviews customers to acquire essential and necessary information for service order requests (e.g. mainline extensions and/or secondary lines), and offers suggestions, ideas, and/or options to ensure customers receive information pertinent to their utility needs
Manages the distribution of New Service Delivery (NSD) calls through the Electric Service Coordinator phone line to meet department goals and call handling expectations
Provides call escalation support to address complex customer concerns, and provide a positive outcome
Ability to interact with all internal and external customers in an effective and professional manner
Proficiently sets up and assigns work activities for service requests for new installations, removals, and relocations, utilizing and complying with department processes and systems
Proficiently sets up and assigns work activities to process electric permit information into the NSD Permit Database and NSD applications systems, and continues the process by creating the appropriate inspections and orders, in a timely and accurate manner
Looks for opportunities, and facilitates continuous improvement efforts by making recommendations for improving procedures
Monitors and/or provides timely and accurate information to internal and external customers on new service requests without guidance
Communicates service inspection information as identified by the inspector to address customer questions, and concerns regarding the results without guidance Verifies applicable/appropriate billing records and processing (e.g. monthly/quarterly reporting) with little or no supervision or guidance
Collaborates and takes lead with internal and external customers to verify service order information to ensure billing accuracy
Assigns work activities and audit scheduling through various applications and dispatching of crews for new service delivery, outage information, disconnect/reconnects, processing electrical waivers and opening of equipment and/or services requests without guidance Will assume role as lead to other Electric Services Coordinators for Supervisor/Management support when necessary
Must complete all PNM required safety courses and have a full understanding and working knowledge of PNM policies and procedures
Identifies and documents training needs and provides to feedback to Supervisor
Assists with training to provide guidance and direction to Level I Service Coordinators
COMPETENCIES:
Sets the example of how to interact and communicate with all internal and external customers in an effective and professional manner
Proficient working knowledge of the electric service delivery process and all areas of responsibility to address customer complaints and concerns, without guidance Skilled expertise and working knowledge of the electrical permit process and the ability to perform related functions, which may include data/order entry, record keeping, coordination of residential service inspections, premise creation, handle general inquiries, and coordination with customer and regulatory agencies In depth knowledge of PNM and industry construction and meter standards, and governmental rules and regulations with no guidance Proven consistent ability to manage and assign heavy workloads and complete assignments within the required time frame In depth knowledge of Company procedures and policies and local, state, and federal regulations pertaining to the duties assigned
Excellent communication and responsiveness to Customers
Ability to run, manage, audit, and interpret assigned reports and invoices
Knowledge of City, County and States process/inspector¿s area and permits tied to them
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
Associates Degree in a related field with five to seven years of experience, or equivalent combination of education and/or experience related to the discipline
In depth knowledge of PNM NM Banner and Microsoft Office applications. New Service Delivery experience preferred
CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess a current, legally valid driver's license and meet the company's driving record requirements
COMMUNICATION SKILLS:
Ability to read,write, and comprehend complex instructions, correspondence, and memos Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization Ability to take the lead to interact effectively and diplomatically with a wide range of individuals in wide range customer situations Demonstrated ability to communicate effectively and positively with the customer
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
COMPUTER SKILLS:
In depth knowledge on how to operate a computer, to competently utilize all appropriate internal software applications, such as BannerMS, Applications, PowerClerk, NSD Permit Database, InContact, WebEx and Service Suite
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply sound judgment and understanding to carry out detailed instructions in written, oral, or diagram form
Ability to deal with a wide range of issues/problems involving a few concrete variables in standardized situations
Ability to provide recommended solutions to manager regarding customer service issues, account reconciliation or scheduling conflict
Contact
TXNM Energy, Inc.
Albuquerque
New Mexico United States
www.txnmenergy.com
From the same organization
11 Feb, 2026
11 Feb, 2026
11 Feb, 2026
