Relocation: No
About Us
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 145,000 miles of transmission and distribution lines in Texas.
Summary
The Customer Operations Representative is an individual contributor position within the Key Accounts group. This role interfaces with Strategic Medium Business (SMB) customers, as well as Energy Delivery personnel, throughout the metro and non-metro area. Other skills required for this job include 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.
- Expect up to five days a week of office reporting to build internal knowledge and assist external relations through a mentor/protégé phase.
- 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 Large Commercial & Industrial (LC&I) resources to ensure customer needs are met.
- Proactively communicate with an assigned group of small and 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 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.
- Display a self-motivated, results-oriented approach with a passion for delivering above-par results.
- Fulfill other duties as assigned that could result in 24/7 interaction with customers during emergency situations (e.g., storms).
Education & Experience
- High school diploma, GED, or equivalent is required.
- Three to five years of experience in direct customer management activities and direct customer interaction dealing with escalations and mitigations is required.
Skills
- Proficient knowledge of Microsoft Word, Excel, PowerPoint, Access, and Outlook.
- Proven problem-solving, interpersonal, communication, and team-building skills.
- Knowledge of Oncor Electric Delivery Tariffs and Market Terms and Conditions.
Measures of Success
- Client satisfaction level.
- Strong relationships with customers.
- Internal team building.
- Takes ownership of issues.
Benefits
At Oncor, we offer a comprehensive set of benefits, compensation and performance management programs designed specifically to attract, retain, motivate and reward our high-performing workforce. Our supportive and inclusive culture allows every team member the opportunity to thrive and make a difference. We invest in our employee’s success and well-being by offering such things as:
- Annual incentive program
- Competitive health and welfare benefits (medical, dental, vision, life insurance)
- Ability to earn wellness incentives (up to $2,300 in 2026) 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.
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- High school diploma, GED, or equivalent
- Three to five years of direct customer management and escalation experience
- Proficient knowledge of Microsoft Word, Excel, PowerPoint, Access, and Outlook
- Proven problem-solving, interpersonal, communication, and team-building skills
- Knowledge of Oncor Electric Delivery Tariffs and Market Terms and Conditions
- Ability to work independently, prioritize heavy workload, and manage customer relationships
What We Do
Oncor Electric Delivery Company LLC, headquartered in Dallas, is a regulated electricity distribution and transmission business that uses superior asset management skills to provide reliable electricity delivery to consumers. Oncor (together with its subsidiaries) operates the largest distribution and transmission 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. While Oncor is owned by two investors (indirect majority owner, Sempra Energy, and minority owner, Texas Transmission Investment LLC), Oncor is managed by its Board of Directors, which is comprised of a majority of disinterested directors. Visit www.TheWire.Oncor.com for company and industry news, stories and information.
