Description
Purpose and Use:
Under general supervision, positions in this classification provide internal and external customer support by handling calls from customers and contractors; entering and verifying data related to service applications, service orders, meter sets, and demolitions; applying for street opening permits; receiving and processing Diggers Hotline requests; preparing mapping requests; and preparing job orders.
This position is subject to drug testing according to the Federal Department of Transportation regulations.
Examples of Work Performed:
- Handles a large volume of customer and contractor phone calls associated with coordinating new services and various operational processes. Provides general information, resolves issues, and refers calls as appropriate.
- Enters and verifies a variety of information related to residential and commercial service applications, electrical inspection permits, electric and gas service orders, electric and gas meter sets, and demolitions.
- Submits street opening permit applications to various municipalities for commercial and residential service orders.
- Monitors multiple electronic mailboxes for service applications, permits, etc.
- Manages the Electric Operations residential service outage truck schedule.
- Manages the Diggers Hotline workstation by responding to emergency locate and relocate requests and subsequently dispatching underground facilities locators.
- Performs Diggers Hotline One Calls per operations supervisors' or field employees' requests.
- Prepares mapping requests for tree trimming contractors, the high-pressure gas leak survey, and ad hoc requests from outside entities.
- Prepares job orders by starting a job service order, updating customer information, recording information about order progress and completion, tracking materials associated with job orders, printing maps of various sizes, and updating inventory as appropriate.
- Performs general support duties such as sorting, filing, copying, and scanning.
Qualifications
Education and Experience:
- Typically evidenced by a high school diploma or its equivalent and at least two years of customer service or office experience.
- Experience within the utility or other regulated industry preferred.
Knowledge, Skills, and Abilities:
- Able to assimilate and understand relatively complex information.
- Strong communication skills, including the ability to interact with field workers, contractors, and customers.
- Able to work across multiple computer systems and software programs.
- Able to calculate basic math equations.
- Accurate data entry skills.
- Solid organizational skills.
- Able to multitask.
- Able to work well as part of a team.
Contact
Madison Gas and Electric
Wisconsin United States
www.mge.com
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