Customer Operations Representative - Operations AdministrationLocation
MadisonJob Category# of openings
1Apply Now (https://phf.tbe.taleo.net/phf01/ats/careers/v2/applyRequisition?org=MGE&cws=38&rid=1851)Purpose and Use:Under general supervision, positions in this classification provide support to internal and external customers by entering payroll data, processing Service Request Orders (SROs), creating expense reports, processing job orders, creating requisitions to facilitate invoice payment, maintaining databases, and handling customer calls for information.This position is subject to drug testing according to the Federal Department of Transportation regulations.Examples of Work Performed:
Verifies timesheets and enters time worked into Kronos for Energy Operations employees.
Processes SROs by sorting into billable/nonbillable and keying data and execution notes into the Automated Service Request Order system. Contacts service technicians if SROs contain inaccurate or incomplete information. Processes red tag SROs for unsafe appliances or gas piping.
Reconciles corporate credit card charges for Energy Operations employees by collecting receipts, verifying that receipts match charges, creating expense reports, and following up with card holders as necessary.
Creates job orders, collects supporting documentation, and summarizes electric and gas damage job orders.
Creates requisitions to facilitate the generation of purchase orders and payment of invoices for electric and gas engineering and construction contractors.
Determines billing amounts for gas and electric service orders including joint trench. Enters billing amounts into the Non-Utility Billing System for processing.
Enters execution data into the Principal District Survey database, issues SROs for follow-up work, prints reports, and files survey cards.
Maintains gas meter painting data to support the annual gas meter painting process.
Maintains the Gas Valve Inspection System (GVIS). Enters inspection data into GVIS, forwards repair information to field employees, and creates gas valve replacement tags.
Processes Cleanup Request Records and restoration-related SROs. Maintains the hard- and soft-surface restoration SharePoint site and coordinates completion with contractor.
Maintains the Operator Qualification database by updating personnel, entering test results, and generating reports.
Creates and maintains schedules, calendars, spreadsheets, and SharePoint sites to track and report a variety of data.
Takes calls from customers and employees on multiple phone lines. Provides general information, resolves issues, and refers calls as appropriate.
Performs general support duties such as sorting, filing, copying, and scanning.
QualificationsEducation and Experience:
Typically evidenced by a high school diploma or its equivalent and at least two years of customer service or office experience.
Experience within the utility or other regulated industry preferred.
Knowledge, Skills, and Abilities:
Able to assimilate and understand relatively complex information.
Strong communications skills including the ability to interact with field workers, contractors, and customers.
Able to work across multiple computer systems and software programs.
Able to calculate basic math equations.
Accurate data entry skills.
Solid organizational skills.
Able to work well as part of a team.
ABOUT THE ORGANIZATIONAbout MGEMGE generates and distributes electricity to 163,000 customers in Dane County, Wisconsin, and purchases and distributes natural gas to 176,000 customers in seven south-central and western Wisconsin counties. MGE is a regulated utility subsidiary of the investor-owned public utility holding company MGE Energy, Inc. MGE's roots in the Madison area date back more than 150 years.An industry leader, MGE was among the first utilities nationwide to commit to net-zero carbon electricity by 2050, consistent with global climate science. Your community energy company is investing in a more sustainable future for the benefit of all our customers, investors, and employees. As your community energy company, we are committed to this area and its people. We take responsibility to:
Plan and provide a safe, reliable, and cost-effective energy supply that balances the needs and values of those we serve.
Provide information and education to serve our customers and stakeholders and help inform their energy decisions.
Preserve and protect our environment while providing affordable, reliable energy.
Encourage and support economic and business development to keep our economy strong and vibrant.
Engage in open and honest dialogue, partnership, and collaboration to best serve our customers and the broader community.
Our Values
Safety : Safety is a core value at MGE. The safety of our employees, customers, and communities is our top priority. Our culture initiatives continuously improve our safety performance. MGE has earned numerous safety awards for this safety performance, including the AGA Leading Indicator Safety Award.
Reliability : We invest in our people and in our systems to help ensure top-ranked energy reliability that helps to maintain the economic health and vitality of the communities we serve. MGE is a national leader in electric reliability.
Sustainability : With a commitment to transparency, accountability, and continuous improvement, we take a holistic and proactive approach to sustainable practices company-wide.
Equity : We are committed to equity and inclusion in our service to our customers, in our workplace, and in our broader community, and we value diverse perspectives, ideas, cultures, and backgrounds.
MGE's parent company is MGE Energy, Inc., a public utility holding company. Its common stock trades on the NASDAQ Stock Market. For more information, visit mge.com and mgeenergy.com.JOB LOCATIONThe position is hybrid, and office days are in downtown Madison, Wisconsin, where MGE is an active participant in community efforts to preserve the area's extraordinary quality of life. We offer free, on-site parking and are located near biking trails and bus stops. Many employees enjoy the use of our many on-site EV charging stations.AA/EOE-Minorities/Females/Gender Identity/Sexual Orientation/Disabled/Vets