Summary
The Measurement - Field Support/Exceptions Specialist is responsible for ensuring accurate system information and timely order completion in compliance with Public Utility Commission of Texas (PUCT) rules. This position supports the day-to-day field operations by monitoring, billing, creation and initiating corrective action on field activities and providing timely and accurate information to internal or external stakeholders. This includes field exceptions, electronic data interchange (EDI) exceptions, issue resolution, order tracking and other analytical reviews of the measurement work stream through on-going performance and monitoring of key measurement business processes.
The Measurement - Field Support/Exceptions Specialist is the primary gateway for communications with Oncor field employees and back-office support teams. This includes Market Rules and Regulations, Field Activities and process questions. Troubleshooting various problems, the field personnel experience while dispatching, working, and completing field activities through their mobile laptops.
Key Roles & Responsibilities
- Performs all essential aspects and functions of the job as well as any other specific job requirements.
- Provide a single point of contact for field operations for handling step-by-step Field Activity and process questions, system issues, wrong order types, system issues, workarounds, adjustments, and documentation as well as answering questions from internal organizations regarding market rules and regulations.
- Interface directly with customers and key internal business partners including all Measurement Services field staff, Oncor Contact Center, Rep Relations, Billing, Advanced Metering System (AMS), Oncor IT, Distribution Operations and Oncor leadership to resolve process or Field Activity questions, exceptions and escalations.
- Coordinate with Distribution Service Advisors (DSAs) on behalf of field staff to schedule appointments with customers for clearances, as well as to follow through on special handling of Field Activities and assisting with transactional charges to the Retail Provider for customer Field Activity requests.
- Monitor, investigate and make the correct direct-action decision on Field Activities and exceptions to ensure customer information systems are in compliance with PUCT rules. Includes being on a rotational on-call schedule to address Field Activity compliance outside of normal work hours.
- Monitor and take appropriate action on EDI exceptions to minimize impacts to regulatory metrics, customers, and retailers.
- Perform data analysis on large volumes of data to ensure accurate system records. Use complex decision-making skills and all the tools available to take corrective action on any discrepancies.
- Available in an On-call basis for troubleshooting issues the field personnel experience while dispatching, working, and completing field activities through their mobile laptops and storm restoration support which will involve reporting to an off-site location.
- Capture and thoroughly document and summarize details of all calls in a database to determine potential training or communication needs of field personnel. Analyze this data, identify issues, and make recommendations of process improvements to Manager to enhance and improve operational workflow and performance.
Skills
- Proficient in Customer Care & Billing systems.
- Strong analytical problem-solving skills.
- Demonstrated proficiency in Microsoft Word, Excel and Access to manage data and create reports.
- Strong verbal and written communication skills, interpersonal and organizational skills.
- Able to work independently as well as interact and work effectively with co-workers and all levels of management.
- Ability to multitask and work in a fast-paced team environment.
Education and Experience
- High School Diploma, GED or equivalent is required.
- Associate degree or two-year technical degree is encouraged to apply.
- Two plus years of business experience with demonstrated experience and skills transferable to a data analysis environment is encouraged to apply.
- Experience in measurement services field support, billing, and field operating procedures is encouraged to apply.
- Knowledge of the Texas Electric Market, current market rules and regulations is encouraged to apply.
Oncor Electric Delivery
1616 Woodall Rogers Freeway
Dallas
Texas United States
www.oncor.com
