CE Construction Support Representative

TECO Energy•Brandon, FL

2d•Onsite

About The Position

The CE Construction Support Representative I serves as the central point of contact for residential and commercial construction projects requiring new or modified electrical service. This role requires significant interaction with customers, contractors, developers, engineers, architects, governmental agencies, and internal business partners to coordinate construction-related requests and ensure projects progress according to established timelines. The CE Construction Support Representative I manages customer requests through phone, email, and online channels, collects and analyzes construction documentation, creates Work Requests (WRs), and coordinates activities between customers and internal departments. The role is responsible for supporting customers throughout the construction process while ensuring requests are processed accurately, in compliance with TEC requirements, regulatory standards, and operational procedures.

Requirements

High School Diploma or equivalent
Minimum 3 years' direct work experience in a Contact Center Customer Service environment or in an Engineering Construction environment.
Working knowledge of Customer Relationship Management (CRM) system(s)
Knowledge of Microsoft Office Suites.
Ability to refer to documentation or manuals/guidelines to resolve issues.
Ability to recommend and implement process improvement, update manuals and support new/amended business requirements.
Strong organizational and time management skills.
Excellent written and oral communication skills.
Ability to perform moderately complex assignments independently to support the New Construction Department.
Ability to effectively interact with external TEC contacts (consultants, engineers, architects, government officials, developers, etc.) to discuss technical project/customer requirements.
Understand the importance of assimilating the needs of the customer and the Company and incorporate those needs into processes.
Ability to be able to meet deadlines, possess initiative, adapt to a fast-paced work environment, and handle many tasks at once under minimal supervision.
Ability to reference documentation or manuals/guidelines to resolve issues and have a basic foundational knowledge of processes to provide general assistance.
Demonstrated strong analytical, planning, and organizational skills and the ability to work independently.

Nice To Haves

Associates degree in a related field.
Direct work experience in the electric utility industry in a customer service role
Proficient understanding of how to relate rate types to customer work request and billing coordinate with all systems.
Ability to read and analyze professional architectural and engineered drawings along with electric utility primary circuit maps, to include knowledge of CAD.
Ability to analyze and interpret Electrical and Construction Drawings
Knowledge of TEC Customer Service policies and procedures and working knowledge of WorkPro.
Knowledge of Maxviewer & Finesse, GIS (Geographic Information System), and PCAD, and Google Earth.
Knowledge of Standard Electrical Service Requirement (SESR) handbook.
Knowledge of FTP Site and Access/View Service Alerts.
Working knowledge of blueprints and schematics and the ability to read electrical prints, riser diagrams, panel schedules, civil and site drawings.
Ability to analyze technical data with knowledge of construction types (new/existing/renovations), amperage, voltage (single and three phase), and loads associated with retail, office, warehouse, residential, pumps, temporary service, etc. comparing application and customer submitted drawings to ensure accuracy and inquire about discrepancies.

Responsibilities

Receive and process residential and commercial construction requests through phone, email, and the TEC Construction Center, ensuring proper account setup and service order processing in accordance with Standard Electrical Service Requirements (SESR) guidelines.
Research and interpret customer requests using GT Connect, GIS, Google Earth, and related systems to determine the appropriate work activities required to support customer construction projects.
Collect, analyze, and document civil, electrical, architectural, and construction drawings necessary to support new service and service upgrade requests.
Review customer-submitted drawings and technical documentation to identify TEC existing and proposed facilities and potential conflicts with third-party infrastructure, including water, sewer, stormwater, telephone, and cable systems.
Create Work Requests and coordinate assignment of projects to Project Managers or service areas based on project requirements, technical criteria, and SESR guidelines.
Process technical customer requests including temporary power, residential overhead and underground services, lighting requests, tree trimming requests, traffic signal requests, arc flash study requests, and other construction-related activities.
Communicate and coordinate with customers, engineers, contractors, governmental agencies, and internal business partners regarding project requirements, timelines, and service needs.
Obtain technical project information by asking clarifying questions and collecting supporting documentation required for project design, estimating, and construction activities.
Create and maintain Business Partner (BP) accounts and support mass move-in processes to ensure timely service initiation and accurate billing.
Serve as the primary point of contact for new construction apartment complex projects from service alert creation through meter installation and service contract creation.
Support digital initiatives including the New Construction Digital Portal and other projects related to process improvements, business requirements, and customer experience enhancements.
Monitor Work Request exception reporting and support accurate coding and charging of Capital and O&M projects.
Support compliance with Florida Public Service Commission-approved tariff requirements, including processes associated with temporary construction services.
Participate in company storm response activities, which may include emergency call-taking, logistics support, and field-based support activities.