Customer Operations Representative

Customer Operations Representative

Oncor Electric Delivery Company LLC, headquartered in Dallas, is a regulated electricity transmission and distribution business that uses superior asset management skills to provide reliable electricity delivery to consumers. Oncor (together with its subsidiaries) operates the largest transmission and distribution system in Texas, delivering power to nearly 4 million homes and businesses and operating more than 143,000 miles of transmission and distribution lines in Texas.

The Customer Operations Rep is an individual contributor position within the Key Accounts group. This role interfaces with SMB (strategic medium business) customers, as well as Energy Delivery personnel, throughout the metro and non-metro area. Other skills required for this job are the ability to work independently, support team efforts, manage relationships, creatively problem-solve, self-motivate to complete work, and prioritize a heavy workload.

Key Roles & Responsibilities:

• Help handle sensitive issues for one-time customer outages
• Foster effective relationships throughout the SMB communities to ensure that issues (i.e., Customers, Communities, Oncor, etc.) are part of a balanced operating environment and deliver a broader level of customer service
• Proactively seek support from higher-level LC&I resources to ensure customer needs are met
• Proactively communicate with an assigned group of small, medium business customers during system events and coordinate with internal partners to bring attention to critical public safety issues during these events
• Initiate and maintain effective internal relationships and proactively communicate in order to achieve a high level of customer satisfaction as well as Oncor business objectives
• Ask questions and display a strong desire to learn
• Lead processes and projects as assigned, with a high degree of independence and quality
• Gain trust through consistent delivery of work
• Consistently seek to add value
• Display a self-motivated, results-oriented approach with a passion to deliver above-par results
• Fulfill other duties as assigned

Skills:

• Proven problem solving, interpersonal, communication and team building skills
• Proficient knowledge in Microsoft Word, Excel, PowerPoint, Access and Outlook

Education and Experience:

• High School diploma, GED, or equivalent is required
• Must have 3-5 plus years of experience in customer service activities

Measures of Success:

• Client satisfaction level
• Strong relationships with customers
• Internal team building
• Takes ownership of issues
• Knowledge of Oncor Electric Delivery tariffs and market terms and conditions

Benefits:

• Annual incentive program
• Competitive health and welfare benefits (medical, dental, vision, life insurance)
• Ability to earn wellness incentives (up to $2,000 in 2025) and other wellbeing resources
• 401k with dollar-for-dollar company match up to 6%
• 401k match for student debt program
• Cash balance pension plan
• Adoption Assistance
• Mental health resources
• Employee resource groups
• Tuition reimbursement
• Competitive vacation, 10 company holidays and 2 personal holidays
• Paid parental leave
• Salary continuation for up to 6 months for approved employee illness or injury
• Other perks such as commuter benefits, electric vehicle incentive program, appliance purchase plan

Participation in benefit programs for employees in collective bargaining units is subject to the applicable collective bargaining agreement.