Service Area Coordinator (Progression)

TECO Energy•Tampa, FL

8d•Onsite

About The Position

The Service Area Coordinator (SAC) provides administrative, technical, office, and coordination support for Distribution Design work management. This role involves activities related to engineering specifications, meter installation, work order/geographical information systems, data and reporting, dispatching tickets, billing set-up, and records retention. During storm restoration, the SAC is responsible for maintaining the ARCOS system for the Damage Assessment unit and coordinating meals for their service area. Advancement to higher levels within the progression is based on demonstrated value, increased duties, responsibilities, and accomplishments, not solely on time in the job, but on performance, qualifications, and departmental needs. The entry-level Coordinator works under general supervision, processing moderately complex projects and following established procedures.

Requirements

Minimum of a High School Diploma or GED
Valid Florida State driver’s license and safe driving record.
Minimum of 3 years of related administrative or systems experience in a utility, engineering, construction or related operations/customer service environment.
Demonstrated, sustained above expected performance with the ability and potential for assuming greater responsibility.
Must be able to resolve a variety of somewhat non-routine issues/topics with some independence.
Must be able to meet deadlines, possess initiative, adapt to a fast-paced work environment, and handle many tasks at once under minimal supervision.
Must reference documentation or manuals/guidelines to resolve issues and have a basic foundational knowledge of processes to provide general assistance.
Must have excellent customer service and interpersonal skills.
Proficient in MS Word, Excel Office Suite, and the Windows operating system, with good computer skills in data entry and word processing, spreadsheet design, data manipulation, graphic material presentation, mainframe downloads and report generation.
A minimum of two (2) years of direct experience as a Service Area Coordinator or previous Customer Engineering Representative (CER) experience.
Experience must consist of navigating in the company systems such as CRM, Work Order Management System and/or GIS; or 5 years of related experience in a combination of utility, engineering, construction or related operations/service office environment.
Demonstrated, sustained above expected performance with the ability and potential for assuming greater responsibility.
Must be able to resolve a variety of issues/topics of non-routine nature with limited guidance.
Must be able to meet deadlines, possess initiative and have the ability to adapt in a fast paced work environment, managing multiple tasks at once under minimal supervision.
Must be able to reference documentation or manuals/guidelines to resolve issues and have a basic foundation of process to provide general assistance.
Must have excellent customer service and interpersonal skills.
Must be proficient in the Company’s CRM program.
Must be proficient in MS Word, Excel and Office Suite and the Windows operating system with strong skills in data entry and word processing skills, spreadsheet design, data manipulation, graphic material presentation, mainframe downloads and report generation.

Nice To Haves

Associate’s Degree from an accredited college/university
College degree from an accredited institution may be considered in lieu of up to 2 years of the overall related experience
Experience working in utility distribution environment and navigating in the company systems such as CRM, WorkPro, PragmaCAD and GIS.
TEC customer service experience.
Knowledge and understanding to read construction prints.
TEC’s geographical information system (GIS)
Experience using PragmaCad
Demonstrates proficiency in GIS mapping of URD services and meters.
Familiarity with PragmaCAD

Responsibilities

Assembles new engineering work packages, including work requests, engineering drawings, and maps, and distributes them to appropriate departments.
Processes permit documents as needed and includes them in appropriate packages.
Determines and enters layout information for service entrance (front, rear, left, right, etc.) for underground residential distribution (URD) services and meters in the work order management system (WorkPro).
Draws proposed URD services and meters using the company's geographical information system (GIS), ensuring correct electrical connectivity and ownership to supporting structures.
Enters all compatible units (CUs) for materials and labor for each new URD service and meter.
Maintains the central filing system and serves as the Records Coordinator for the assigned Service Area, following records retention and purging schedules.
Provides technical support and expertise related to Microsoft Office Suite (Word, Excel, PowerPoint), WorkPro, and Customer Relationship Management (CRM) systems, including generating reports and spreadsheets for management use and presentations.
Performs various departmental activities such as setting up meetings, maintaining printers and large format plotting machines, and ensuring organization of common areas like the print room and conference rooms.
Assists and provides back-up support to the Senior Service Area Coordinator, including dispatching tickets to distribution service crews, setting up kWh billing for meter sets, handling service area inquiries, and generating PragmaCad (PCad) tickets.
Performs additional duties as requested.
Processes, administers, and assigns work requests received from the New Construction Department to Distribution Design Technicians (DDTs), Field Inspectors, Account Management, Project Management Services, and distribution service crews.
Provides planning, organizing, and coordination support to ED Operations.
Schedules and completes Service Work Requests in WorkPro.
Creates service notifications in CRM to initiate the generation of PragmaCad (PCad) tickets for distribution and meter work; dispatches PCad tickets to distribution service crews, reassigning tickets as needed; ensures tickets are validated correctly and manually completes tickets when necessary.
Researches accounts in WorkPro and SAP to verify meter status.
Sets up all KWH billing of meters installed by operation service crews, Field Credit, and Meter Department.
Processes and finalizes KWH billing in WorkPro.
Validates billing information from Customer Operations CSPs and New Construction CERs for correct and complete information and CRM standards.
Runs, processes, and corrects service area reports, Special billing, TSO, Mock Load Edit Reports, Error list corrections, CRM interface, and Q-ticket reports.
Manages, updates, and communicates with the New Construction Department, customers, developers, and contractors regarding coordination of meter and service installation problems, main disconnects, and CIAC billing.
Mentors, leads, and provides back-up to the Service Area Coordinator (Level 1).
Performs other projects and duties as assigned by Supervisor Distribution Design/Lead DDT.
May be responsible for the training of new Service Area Coordinators.