This position is responsible for performing residential and commercial energy audits; resolution of high bill inquiries; residential meter testing; infrared audits; solar assessments; installation of surge protection; resolution of electric equipment access issues; promotion of the Cooperative’s customer service programs; responsible for preparing and presenting energy saving and electrical safety programs to various civic/community organizations and local schools to encourage the beneficial use of electricity and provide education on the safe and wise use of electrical appliances.
Essential Duties and Responsibilities
This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.
Effectively gather and analyze data to perform both residential and commercial energy evaluations; prepare related correspondence/reports.
Administer single-phase meter testing, analyze data and educate members accordingly.
Identify electric equipment access issues and engage consumers and contractors in resolving safe clearance concerns.
Assist those in need of Special Interest (Medically Essential Life Sustaining equipment), Angel Fund or other SECO Energy services and utilize all available resources to ensure consumer needs are met in a timely manner.
Perform annual Special Interest Verifications for qualifying members to receive all benefits associated with utilizing medically-essential life-sustaining equipment.
Utilize technical and practical knowledge to perform thermal imaging studies; provide high quality reports.
Respond to, resolve and document all customer inquiries in a timely manner using phone, internet or in person; perform high-bill inquiries; initiate service order adjustments, as necessary; assist other departments as needed to resolve customer concerns.
Perform on-site investigations and resolve surge damage claims, update records and follow-up as needed.
Prepare for and conduct presentations on a variety of topics throughout SECO Energy’s service area, including, but not limited to: civic/community groups, schools and customer facilities.
Assist in the development of creative displays for the Annual Meeting, other Cooperative and public functions.
Assist in the development of new presentations to promote energy savings, SECO Energy products and services.
Maintain a current knowledge of emerging products in energy technologies and energy auditing methods.
Educate members on renewables, including solar, wind and biomass.
Investigate and resolve photovoltaic concerns related to Net Metering with input from billing department when appropriate.
Represent SECO Energy within the community; act as liaison with Key Accounts and report to Emergency Operation Centers during emergency situations, as directed.
Education and Experience
Associate’s degree in marketing, public relations or business related field. (Job related experience may be substituted for the required education on a year-for-year basis.)
Four years of experience in a customer service position requiring extensive contact with customers.
Experience with an electric utility or related industry.
Certification to perform Residential/Commercial Energy Audits; National Incident Management System Certification or willingness to obtain certification(s) within one year of employment.
Knowledge, Skills, and Abilities
Extensive knowledge to perform both residential and commercial energy audits, meter accuracy tests, and indoor surge installations; ability to resolve high bill inquires; a thorough understanding of electricity, energy usage, operation of appliances, HVAC systems, thermography, renewable energy and surge protection.
Ability to resolve electric equipment access issues by engaging consumers and contractors to ensure safe clearance around all infrastructure.
Awareness of state of Florida energy codes, National Electric Code and local building codes.
Computer proficiency with the ability to utilize MS Office products; ability to acquire working knowledge of applicable corporate programs as they relate to the position.
Ability to obtain knowledge about and proficiently use audio visual equipment to enhance community and departmental presentations.
Demonstrated listening, verbal and written communication skills; accurately prepare all types of office correspondence, design and produce reports; prepare presentations; speak in public to large groups of people in diverse crowds; ability to be persuasive and effectively solicit member participation in cooperative service programs.
Effective planning and organizational skills with excellent documentation and detail orientation; ability to complete assignments and meet deadlines and work independently and in a team environment to accomplish established goals.
Excellent customer service orientation and interpersonal skills for interaction with managers, employees, vendors, subcontractors, government agencies and others; ability to exercise good judgment, sound reasoning skills and discretion in making independent decisions commensurate with responsibilities.
Ability to obtain knowledge of the cooperative’s surge protection equipment program and ability to become proficient in surge protection equipment installation, sales, reporting, service order processing and claims resolution.
Ability to maintain confidential information, and effectively manage stress and pressure in a frequently changing environment; ability to multi-task calmly and effectively in all situations.
English is the primary business language. Second language in Spanish is desirable.
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those that must be met by or those an employee encounters to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.
General office environment with extensive field work and driving. Normal work hours will be eight (8) hours between 7:30 am and 5:00 pm, Monday through Friday.
Extensive driving and field work to include, but not limited to, basements, crawl spaces, climb ladders to gain access to attics while performing energy audits, etc.; exposure to adverse elements of weather; travel to all areas of service territory, Emergency Operations Centers and other facilities as deemed necessary; room setup and breakdown for programs and presentations.
Frequent after-hours and weekend travel to provide presentations and promote SECO Energy products and services through a variety of community functions.
Ability to work irregular hours and flexibility to change scheduling and report to work on short notice during emergency situations.
Ability to operate a variety of office equipment, including a personal computer, printers, copy machines, telephone, and fax machine.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to walk, sit, stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
This position has general office environment with extensive driving and field exposure. The employee is occasionally exposed to inclement weather conditions and risk of electrical shock. The employee may be required to work from ladders to gain access to attics or crawl in confined spaces. The noise level in the work environment is usually moderate.
About SECO Energy
SECO Energy is a not-for-profit electric cooperative serving over 200,000 families and businesses across seven counties in Central Florida, making SECO the third largest electric co-op in Florida and the seventh largest in the nation.
In both 2017 and 2016, SECO Energy was ranked “Highest in Customer Satisfaction among Cooperatives” in the J.D. Power Electric Utility Residential Customer Satisfaction Study. In 2015, SECO Energy was ranked “Highest in Customer Satisfaction among Midsize Utilities in the South” by J.D. Power. SECO refers to the three consecutive awards as its “Triple Crown,” and we are grateful to our members for ranking us #1!