Residential Energy Services Consultant

Job Summary

As the primary customer contact, the RESC proactively and reactively responds to the sales and service needs of residential and small commercial customers including service delivery, outages, energy quality issues, new services(permanent and temporary), outdoor lighting, rewires, relocations, hold-off clearances, removals (permanent and temporary), cut-offs, metering, client jobs, and billing inquiries for gas and electric customers.

Job Responsibilities

• Contact, establish, and maintain relationships with both new and current customers to discuss their energy service needs and requirements.
• Work with homeowners, developers, contractors, consultants, engineering firms, municipalities to establish new/expanded service.
• Consult with customers on service options and corresponding prices.
• Create/cancel work requests, send applications and other correspondence to customers, builders, contractors.
• Coordinate installation with internal and external resources, negotiate timelines and required-by dates.
• Request plot surveys, boundary lines and other missing information on work request.
• Manage customer contact and expectations for service delivery.
• Proactively manage internal work requests by identifying/resolving potential issues to completion.
• Provide notification for planned outage to affected customers.
• Respond to rate evaluations, bill inquiries, various service functions.
• Initiate customer referrals and promote participation in various company programs, energy efficiency, focus on energy, conservation measures.
• Determine availability of service.
• Apply standard cost guide information to give customer general cost for new service, rewire, relocation, deactivations/removal, etc.
• Determine need for site visit and assign design/site visit to appropriate personnel.
• Act on requests for site visits for central groups, customer contact centers, and customers to gather field information or determine if job is design/non-design.
• Provide answers to technical questions from construction crews, customers, etc.
• Identify options and alternatives to customer requests for service work.
• Perform gas energy audits, apply economic models for gas sales/gas main estimates.
• Share locations for potential new building, pool/deck sites, drain tile location, etc.
• Process annexation orders and request addresses to be designated and assigned by municipalities for new premises.
• Respond to meter requests/removals, prepare documents for Meter & Service.
• Coordinate/schedule customer/company requested outages, hold-offs, including client jobs.
• Report emergency or outage information for gas and electric facilities to the appropriate service department.
• Respond to notification of customer equipment violations/hazards by composing, scanning into STORMS, distributing letters to customers/municipalities and follow-up for possible corrective actions.
• Coordinate, conduct, participate, track site utility meetings for new residential/small commercial developments.
• Manage/record customer expectations regarding project timelines.
• Provide customers/developers/builders with appropriate contacts and applications/paperwork.
• Monitor schedule and provide ongoing communication of job status to all parties involved.
• Reconcile needs between customer, company, and municipalities to resolve conflicts regarding service needs.
• Update/manage database information, e.g., managing work queues, documenting customer contacts, etc.
• Respond to customers regarding outages and be available for emergency/storm duty roles. Investigate and resolve customer inquiries or complaints.
• Perform We Care calls.
• Provide back-up support to expediting and ESC staff.
• Walk permits to ensure on-time delivery for small commercial/residential service.

Minimum Qualifications

• Applicant must have an associate degree (or equivalent education) in engineering, marketing, business administration, project management or finance.
• In lieu of an associate degree, applicant must have four years of Wisconsin Field Operations experience including customer service and clerical support.
• Applicant must have at least three years of customer contact experience.
• Applicant must have a valid driver’s license and meet the company’s requirements for driving.

Official transcripts are required and should be submitted at the time of your Application; must be attached to application or provided to HR within ten (10) days of the posting closing date. If you do not have your transcripts, please take the necessary steps to be able to provide them prior to being scheduled for any testing.

Testing Requirements

Energy Services Consultant Presentation Exercise (ESCP): An interactive exercise in which the applicant will review data and make a brief presentation and answer questions from the panel. Competencies being measured are communication & presentation skills; customer service orientation; interpersonal presence; and overall performance.

Test: Sales and Marketing Structured Interview (SMSI): Relevance of training and experience as related to the job, customer service orientation, sales and marketing skills, and communication skills.