Casual Staff - Metering Operation

 

INTERNAL CUSTOMER REQUESTS AND COMPLIANT MANAGEMENT
-Analyzes, segregates and coordinates FF/MC reports according to priority (Revenue-Loss, Revenue-Delay, Revenue-No Effect) for correction and info.
Verify and/or correct erroneous information in the database based on internal or external reports.

DATA QUALITY CONTROL
Ensures completeness of customer records from contractors and emergency crews
Controls the filing, storing and retrieval of customer records
Check the accuracy of information, data and documents submitted
Check and audit  the accuracy and promptness of posting of customer and metering information
Check and activate electric service agreement of accounts applying for electric service before the next reading / billing cycle
Develop and establish data retrieval procedures and Monthly monitoring for DATA CONTROLLER STATISTICS / REPORTS

Operations and Support:
Respond customer complaints & queries within the day through social media or by phone.
Create cases and dispatch job orders for installation maintenance and update results in CC&B cases and To Dos.
Monitors customer compliance to VOC or Violation or Contract

COMPETENCIES:
Business Process and Tools (CRSD)
"Possesses the ability to identify the current state of processes for improvement and use of office technology.
Knows the entire process of the retail services function such as the (1) Frontline service, (2) Metering, (3) Line Services and (4) CRM."
"Identifies process improvements and knows how to use office technology (CcnB,MDM,Agila,Google and other system pertaining to individual tasks)
Can identify and use the needed system on the different stages or steps of a process. Specifically, these systems are CC&B, WAM, Agila, various Google Apps and Social Media applications."

Customer Service
"Able to develop and maintain strong relationships with internal/external customers by listening to the customer and understanding and Responding to identified needs. (1) Getting customer requirements on application, complaints and request and pay plan (2) Giving customer feedback on application and request status and coordinating with customers on schedules of related activity"
"Directs process improvements on operations to enhance performance, increase customer satisfaction and lower cost of service delivery. Able to (1) communicate with customers face-to-face, over social media or phone, (2) handle difficult customers, (3) provide exceptional customer care, and (4) customer service using Social Media"

Case Management
"Able to manage the department's cases according to set Service Level
Knows the different case types and the steps needed for each resolution."
Social Media And Correspondence Management
Possesses knowledge on social media application and social media codes of ethics and standards
Able to respond social media inquiries properly and recommend solutions for 100% customer satisfaction

Information/Records Administration
"Has knowledge in the confidentiality and non disclosure of disseminated information
Has knowledge of handling customer records and documents from storage to retrieval and the limits of information available for specific purposes."
"Ensures reliability and accuracy of information.
Can store and retrieve customer records and related documents efficiently and manage the resources needed to do so."