Service Coordinator

APS•Phoenix, AZ

6d•Onsite

About The Position

The Service Coordinator serves as a liaison between APS and municipalities, contractors, and customers for new electrical service installations, upgrades, conversions, and relocations. The role ensures customer requirements and expectations are understood, communicated, and met, and coordinates projects from initiation through closeout. Work includes planning, designing, scheduling, coordinating construction, and ensuring projects are completed and energized. The coordinator evaluates power sources and project designs, assesses existing equipment and customer needs, and helps determine layouts for APS facilities. The role may involve preparing work authorizations, estimates, invoices, and customer charges; coordinating easements and permits; releasing projects to construction; inspecting facilities for compliance; troubleshooting issues; and updating customer accounts and project records. Fieldwork may make up 50% or more of the job. The position is onsite, with work performed in the field and/or at an APS facility. Employees are expected to reside in Arizona, or in New Mexico for Four Corners-based employees.

Requirements

High school diploma or GED.
Two years of experience in a customer-facing role or construction.
Successfully complete a training program within four to six months.
Computer skills, including Windows and Word and Excel.
Ability to understand and apply algebra and trigonometry formulas related to APS calculations.
Ability to assume project leadership and communicate effectively with customers.
Effective communication and customer service skills.
Fieldwork may constitute 50% or more of the job.
Ability to reside in Arizona, or in New Mexico for Four Corners-based employees.

Nice To Haves

Familiarity with CC&B, GIS, and work-order management programs such as Maximo and Primavera.
Basic understanding of electrical theory, policies, procedures, and rates.
Familiarity with customer construction standards and the safety manual.
Working knowledge of construction standards and practices, Electric Service Requirement Manual (ESRM) specifications, extension policy provisions, service plan rates, and construction materials.

Responsibilities

Provide customer service and coordinate primary or service installation projects, including upgrades, relocations, conversions, maintenance, street lights, dusk-to-dawn lights, and new services, from planning through construction, energization, and closeout.
Determine the best source of APS power and the most cost-effective design; assess existing equipment using load analysis and voltage-drop calculations; and verify compliance with specifications and customer requests.
Work with customers and municipalities to assess needs, define project scope, obtain plans, maps, and drawings, and determine the layout of APS facilities, consulting with customers or municipality liaisons as needed.
Evaluate the need for property easements and municipal permits and, when required, work through APS right of way to obtain the necessary documents.
Prepare work authorizations and job estimates; determine and communicate customer charges under APS extension policy or municipality agreements; prepare and present invoices; and coordinate scheduling to ensure payment is collected before releasing jobs to crews.
Prepare and communicate street-lighting billing in accordance with APS policies, rates, and applicable municipality agreements, as needed.
Release projects to construction or schedule work with the Construction Coordinator, crews, or contractors after preliminary work is complete.
Inspect APS facilities before and after construction to ensure compliance with APS and safety code requirements.
Troubleshoot and resolve project issues and keep internal and external departments and agencies informed about activities affecting current and future facilities.
As needed, act as a control desk or perform initial customer intake and triage based on the office's requirements.
As needed, set up accounts in the Customer Care & Billing (CC&B) system; create crew orders for service lines, meters, or locating APS facilities; inspect new accounts in the field; update CC&B and related databases; and close out projects.