Western Farmers Electric Cooperative has the following job opening:

DATE:                  November 5, 2019                                                  POSTING #: 290964

POSITION:         Customer Service & Training Coordinator             SALARY RANGE: $58,953 – $89,544

DEPARTMENT: Transmission & Distribution Operations                   LOCATION: Anadarko, Ok

Applications will be accepted until November 25, 2019 – Apply on-line at www.wfec.com

SUMMARY: Under the general supervision of the Manager of Transmission & Distribution Operations, the Customer Service & Training Coordinator establishes a strong customer service relationship with each member cooperative to support the day-to-day operation of the transmission system. In addition, the incumbent establishes, implements, coordinates, and provides training programs for Operations Personnel and other personnel that do switching in WFEC facilities and certifies personnel involved in switch training. In addition, the incumbent assists in providing training using a dispatcher training simulator program and ensures that Operations employees have the necessary training to meet certification and compliance requirements from internal personnel and outside agencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following; other duties may be assigned. Establishes a customer service contact person at each member cooperative for the purpose of coordinating department activities with that cooperative. Ensures each member cooperative is contacted annually or as frequently as needed by phone, email, personal visits and/or other electronic means. Provides outage information to internal personnel as well as cooperative members for all transmission system interruptions. Proactive communicating with member cooperatives about possible outages. During extended outages, communicates with the affected cooperative on a frequent basis to provide information about the status of the outage. Follows up after outages to ensure members know the cause of the outage, if determined. Provides any outage information that the member system requires such as times and affected devices. Provides routine status updates to each coop about current engineering projects in their area. Assists in arranging required outages with coop members and customers, when necessary. Keeps a log of all contacts with member cooperatives and pertinent information regarding each contact. Maintains a working knowledge of the North American Electric Reliability Corporation (NERC) required training for Operations Personnel. Assists with the development, implementation, documentation, and modification of Operations training procedures and processes to ensure that WFEC is compliant with all NERC standards, regulations, and requirements, including, but not limited to, monitoring for changes to NERC Training reliability standards and other rules. Develops and presents NERC compliance required System Operator, department employee, and others training. Administers training programs for Operations Personnel, WFEC employees who do switching, member cooperative employees who work in WFEC facilities, Contractors, and others within the department as required. Coordinates with the Power Applications Administrator and Southwest Power Pool (SPP) in the development and implementation of various system emergency scenario simulator training utilizing the dispatcher training simulator. Conducts training on implementation of Blackstart, Loss of EMS, Loss of Communications, and Loss of Primary Control Center and other plans as necessary to meet compliance requirements. Assist the Operations Compliance Specialist with updating compliance plans including Blackstart, Loss of EMS, Communications, and Loss of Primary Control Center, as well as others to meet training needs. Assists in the preparation and uploading of evidence into appropriate areas and audit sites within participation in the 693 audit every three years. Tracks, maintains, and implements all training hours and needs for all department personnel required to maintain NERC certification and standards training in the Quality Training Systems Database, SharePoint, and other areas as required. Participates in annual required training as well as tracks, maintains, and implements training records in the appropriate areas. Acquires departmental expense reports and submits quarterly costs to upper management. Be a member and participate in the SPP OTWG (Operator Training Working Group) meetings. Provides backup support for the Meter & Billing Coordinator as needed.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses experience to complement data; Designs work flows and procedures.

Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Professional Knowledge: Generates creative solutions; Translates concepts and information into applications; Uses feedback to modify recommendations; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Oral and Written Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.

Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Develops realistic action plans.

Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected outcomes.

Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments to customers.

Cost Consciousness: Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skills, abilities, and behaviors required:

Education and Experience: Bachelor’s degree from a four-year college or university in a directly related field or eight (8) years of directly related experience or the equivalent combination of education and experience. Experience may be substituted for education at the rate of two (2) years of experience for one (1) year of education.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and training materials.

Ability to effectively present information and respond to questions from groups of managers, customers, and employees. 

Math Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where some standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: Ability to use the programs included in Microsoft Office.

Certificates, Licenses & Registrations: Requires a current driver’s license. NERC certification preferred. 

Work Schedule Requirements: This job normally requires a standard work week, but additional hours may be required as necessary. This job is not eligible for overtime.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and or move up to 10 pounds. Specific vision abilities required by this job include close vision. 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to the risk of electrical shock. The noise level in the work environment is usually quiet. 

MUST MEET ALL PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

WFEC IS AN EQUAL OPPORTUNITY PROVIDER AND EMPLOYER

MINORITIES, FEMALES, DISABILITY, AND

VETS ARE ENCOURAGED TO APPLY

EOE/AA/M/F/DISABILITY/VETS