UNS Energy Corporation New Service Representative in Tucson, Arizona
INTERNAL POSTING FOR TEP EMPLOYEES ONLY
Date Posted: November 9, 2018 Date Expires: November 23, 2018 Testing Date: Week of November 29, 2018 (You will be notified of details) Interview Dates: Week of December 4, 2018 (You will be notified of the time)
Candidates selected for testing will receive a confirmation email at the email address provided on the application as notification of the scheduled date and time of the testing. Dates are subject to change based on business needs, weather and unforeseen circumstances.
Please complete the online application on the company Intranet under My HR / Internal Job Postings. If you have any questions, contact Betty Stewart @ 520-917-2605.
A vacancy exists for the position of a New Service Representative in the Design Area. Please see the attached job description, outline for technical skills test and additional bidding information.
Normal Minimum Requirements
- Two years’ minimum customer service experience
- Good math, problem solving, and decision making skills.
- Multi-task oriented with attention to detail
- Basic Word & Excel
- Excellent verbal, telephone, and written communication skills
- Basic understanding of the Electric Utility Industry
- Experience working with CC&B; customer information system
- CC&B; experience specifically focused on working with new and existing accounts preferred
- Experience working with Maximo work management system preferred.
- Knowledge of the renewable energy and demand side management programs preferred
- Knowledge of Time of Use requirements preferred
- Bilingual skills preferred
- Design/Build experience preferred
- Thorough knowledge and understanding of TEP electric tariffs preferred
- Knowledge of franchise agreements, Blue Stake laws, right-of-way and easements preferred
- Familiar with TEP Rules and Regulations, Service Requirement Specifications and construction practices, and with governmental agency procedures preferred
*PLEASE NOTE: To be considered for this position, a resume must be submitted, enumerating qualifications and skills.
In order to qualify for this position, you will have to progress through three different testing procedures. The first test will be a computer based Microsoft Word and Excel test. If you pass the computer based testing, you will immedicately move forward to the written technical skill test that will cover the items listed below. You must pass this test with a score of 85%. If successful you will move to the third phase of the testing, the interview on the core competencies. You will be notified of the time and place for all of the testing.
By using this outline, and centralizing your study times in the areas listed, you should be able to maximize your test results.
COMPUTER BASED TEST
Basic Word & Excel
WRITTEN TECHNICAL TEST
*Have Knowledge of the following: *
- Basic Excel and Word
- Electric Utility Industry Basics
- Problem Solving
- Customer Service
- Basic mathematics including the following:
- A. Addition
- B. Subtraction
- C. Multiplication
- D. Fractions
- E. Percentages
Successful completion of the above requirements will move you into the interview process.
Behavioral Based Interview
The interview is a behavioral based interview on the Core Competencies of TEP. In this process we believe that past behavior is the best predictor of future behavior, more recent behavior is a better predictor of future behavior than older behavior, and that long-standing trends are better predictors of behavior than isolated incidents. We therefore have patterned the interview questions to solicit behavior patterns that indicate whether the candidate can perform the job as required.
Interview Preparation Analyze the job or position being interviewed for and determine the skills required. Evaluate your own background to identify your skills and experience related to the job. Develop & Rehearse brief scenarios about how you used those skills, each illustrating a specific activity of task required by the job. Each scenario should explain the problem, your solution and the results in quantifiable terms. Be prepared to give examples of occasions when results were different than expected. Your skill in handling failure as well as success is important. Be prepared for questions asking for more detail than you've initially given.
Considers the financial implications for each decision you make.
Demonstrates an understanding of the cost pressures inherent within our business and is able and willing to take action accordingly.
Actively promotes the sharing of good ideas with others.
Seeks out new learning opportunities as well as sharing, identifying and acting on lessons learned from successes and failures.
Sincerely, willingly and continuously reaffirms key goals or values.
Helps detect and resolve team breakdowns resulting from change.
Learns and develops new skills or behaviors to adapt to constant, sometimes turbulent change.
Shows a willingness to take calculated risks to accomplish project deliverables.
Improves performance by applying concepts from other situations to a new situation
Is determined to succeed and maintains focus in the face of the challenges.
Be able to discuss the Core Competencies
Demonstrates behaviors that reflect an overpowering positive, can-do attitude.
COMMUNICATION and RAPPORT BUILDING
Shares information and ideas in a collaborative way.
Solves problems in a positive way. Anticipates and responds quickly to problems
Work effectively and cooperatively across groups, even when they have divergent goals and conflicting interests.
Position Description Initiates the processes required for TEP to meet customer needs by communicating with the customer and or the customer’s agent. Asks probing questions when necessary to obtain information required to start those processes. The New Service Representative will be responsible for asking the requesting party, pertinent questions related to the customers’ needs and will inform the customer or the customer’s agent of the company’s requirements necessary to meet those needs. The New Service Representative will be knowledgeable of the various services that the Company provides and will advise the customer of the requirements to obtain those services.
Essential Functions: (As defined under the Americans with Disabilities Act, these include the following responsibilities, minimum job knowledge, skills, and abilities. This is not necessarily an all-inclusive listing.)
Effectively communicate with customers over the telephone, in person and in writing as necessary to determine customer needs
Assists in correspondence between TEP and customers, contractors, developers and governmental agencies
Helps coordinate requests to meet customer requirements and deadlines by using a variety of tools to assist in the process including CC&B; customer information system, the Maximo work management system and other developing technologies
Coordinates and interfaces with other TEP groups to ensure activities and information are communicated effectively to minimize customer inconvenience
Continuously communicates with Designers, Field Techs, Group Leaders, Team Leads and Scheduling Coordinators as required, to coordinate activities and enable the work group to ensure customer satisfaction
Perform assigned work in a safe and efficient manner in accordance with Company practices and procedures
Knowledge, Skills and Abilities
Bilingual skills preferred
Must have good written and verbal communications skills and the ability to work effectively with customers and all levels of Company personnel
Must be familiar with TEP Rules and Regulations, Service Requirement Specifications and construction practices, and with governmental agency procedures
Must demonstrate knowledge of electric facility requirements and practices, including a basic understanding of electrical load plans and simple plot plan drawings
Must have strong computer skills including skills required to operate in CC&B;, Maximo, Microsoft Office, and other developing technologies
Must be familiar with and stay current with various TEP services such as the Guarantee Program, Time of Use, Solar PV, etc
Must have a thorough knowledge and understanding of TEP electric tariffs
Demonstrates ability to work with people in a team environment
Knowledgeable about electrical utility services, products, service requirements and construction standards
Knowledgeable about codes, ordinances, franchise agreements, Blue Stake laws, right-of-way and easements
May be assigned to work at any TEP work site as required
Work overtime as necessary
All employees are expected and required to adhere to the Company Code of Ethics and Principles of Conduct
Company: Tucson Electric Power
Location: Tucson, AZ
Job Category: Design
Position Type: Classified