Job Description

This position provides both technical and non-technical guidance to external customers, electricians, contractors, cities and counties regarding new electric and gas installations and upgrading existing installations. The agent expedites work to satisfy customer requests and provides service to internal and external customers.

Answer calls from internal and external customers on the automatic call distribution line from 7:30 am to 4:00 pm Monday through Friday. Schedule appointments in CSS for temporary service connections. Schedule appointments for drop/restores and misc-serviceman orders in CSS on existing services for panel changes and service upgrades. (35%)
Provides fundamental technical guidance on service installations and associated work orders. Receive applications for new electric and gas services and upgrades to existing installations for residential and commercial. Create workorders and set up new accounts in customer service system for electric and gas operating districts. Complete electric and gas meter sets and changes in CSS. Calculate and bill customers on CSS for new electric and gas service construction charges and upgrades to existing service installations. Process demolition requests from customers, city, county and state officials. (30%)
Monitor and maintain numerous systems and technologies. Utilizes various systems and technologies to conduct research into service order issues and or events. Provide customers the status of their work orders. Expedite work to satisfy customer requests. Resolve customer conflicts. Monitor electric and gas jobs to keep the communication flowing to customers. Monitor tracking reports on job status in WMIS. (20%)
Works with multiple gas and electric departments to coordinate and schedule jobs at customer premises. (15%)
Monitor city, county and state inspections for all new utility installations for operating districts DM, OK, QA, QL, CB, WT, FD, WO and IC. Monitor construction services email box for status updates, temp disconnects, lighting requests, etc. Monitor Department of Transportation regulations for excess flow valve forms. (10%)
Perform additional responsibilities as requested or assigned. (0-5%)

Associate's degree. (Typically three years of related, progressive work experience would be needed for candidates applying for this position who do not possess an associate's degree.)
Two years of related experience.
Demonstrated problem-solving abilities and experience resolving customer conflicts.
Basic math skills to calculate and process bills.
Effective oral and written communication skills.
Effective analytical and problem-solving skills.
Knowledge of customer information systems preferred.
Familiarity with electric and gas technical language preferred.
Ability to prioritize and handle multiple tasks and projects concurrently.
Demonstration of knowledge and understanding of human performance improvement techniques. Evaluate present practices and implement processes, concepts, training and tools to prevent, detect and correct human errors that may adversely impact the safe, reliable operation of the electric transmission and distribution system.

MidAmerican Energy Company, a Midwest utility, provides regulated electric and natural gas service to more than 1.6 million customers in Illinois, Iowa, Nebraska and South Dakota. The company owns and operates a portfolio of power-generating assets, approximately 61% of which is wind generation.