SUMMARY:
Under general supervision, supervises activities such as customer service, customer billing, call center operations, credit and collection, customer assistance, division accounting, meter reading, cashiering, data entry, division accounting, marketing, and sales. Provides resource management and supervision through performance planning, appraisals, training, interviewing, hiring, directing, counseling, and corrective action. Manages regulatory, legal, and customer interface for purposes of complaint resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Implements and ensures appropriate customer service standards are maintained through well-informed and adequately trained personnel
- Interprets company policies and procedures and ensures compliance
- Assists with marketing programs and coordinates daily activities that impact area marketing plans
- Develops, communicates, and implements goals and objectives to meet the overall strategic marketing goals of the department
- Directs and schedules subordinate work groups to achieve departmental goals and objectives
- Ensures loss control guidelines are followed
- Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service
- Participates on task forces and committees to develop, interpret, or revise company policies, rate tariffs, programs, or guidelines
- Participates in community organizations and activities to represent and support company programs
- Coordinates day to day maintenance of office building
COMPETENCIES:
- Thorough knowledge of customer service functions, including service transactions, call center operations, cash handling and audit requirements, emergency calls, meter handling, billing, collections, and customer interactions
- Working knowledge of all business office practices, company policies, rules, and regulations and their relationship to governmental and regulatory authorities
- Creativity, flexibility, and judgment to resolve recurring and/or unique customer problems
- Ability to assist management in controlling and budgeting costs
- Advanced interpersonal skills
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
Bachelor's degree from a four-year college or university preferably in business administration, accounting, management, or finance, with one to three years of related experience, or equivalent combination of education and/or experience related to the discipline.
PNM Resources, Inc.
Alvarado Sq
Albuquerque
New Mexico United States
www.pnmresources.com
