About this role
Power up a career with us. Our people are our greatest investments. Be the light to help us keep our customers connected. If you are interested in a career and not just a position, Tampa Electric is the place to be! Tampa Electric offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company. We’re honored to serve approximately 780,000 customers across West Central Florida and safely provide them with clean, affordable and reliable electricity. We’ve been doing it for more than 100 years, and there’s so much more ahead. Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutions all while keeping top-notch customer service at the center of all we do. Tampa Electric is a subsidiary of Emera Inc., a family of energy companies which also includes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada, and the Caribbean, with career opportunities available in all of these locations. Position Overview The CE Construction Support Representative I serves as the central point of contact for residential and commercial construction projects requiring new or modified electrical service. This role requires significant interaction with customers, contractors, developers, engineers, architects, governmental agencies, and internal business partners to coordinate construction-related requests and ensure projects progress according to established timelines. The CE Construction Support Representative I manages customer requests through phone, email, and online channels, collects and analyzes construction documentation, creates Work Requests (WRs), and coordinates activities between customers and internal departments. The role is responsible for supporting customers throughout the construction process while ensuring requests are processed accurately, in compliance with TEC requirements, regulatory standards, and operational procedures. Technical Responsibilities Receive and process residential and commercial construction requests through phone, email, and the TEC Construction Center, ensuring proper account setup and service order processing in accordance with Standard Electrical Service Requirements (SESR) guidelines. Research and interpret customer requests using GT Connect, GIS, Google Earth, and related systems to determine the appropriate work activities required to support customer construction projects. Collect, analyze, and document civil, electrical, architectural, and construction drawings necessary to support new service and service upgrade requests. Review customer-submitted drawings and technical documentation to identify TEC existing and proposed facilities and potential conflicts with third-party infrastructure, including water, sewer, stormwater, telephone, and cable systems. Create Work Requests and coordinate assignment of projects to Project Managers or service areas based on project requirements, technical criteria, and SESR guidelines. Process technical customer requests including temporary power, residential overhead and underground services, lighting requests, tree trimming requests, traffic signal requests, arc flash study requests, and other construction-related activities. Communicate and coordinate with customers, engineers, contractors, governmental agencies, and internal business partners regarding project requirements, timelines, and service needs. Obtain technical project information by asking clarifying questions and collecting supporting documentation required for project design, estimating, and construction activities. Create and maintain Business Partner (BP) accounts and support mass move-in processes to ensure timely service initiation and accurate billing. Serve as the primary point of contact for new construction apartment complex projects from service alert creation through meter installation and service contract creation. Support digital initiatives including the New Construction Digital Portal and other projects related to process improvements, business requirements, and customer experience enhancements. Monitor Work Request exception reporting and support accurate coding and charging of Capital and O&M projects. Support compliance with Florida Public Service Commission-approved tariff requirements, including processes associated with temporary construction services. Participate in company storm response activities, which may include emergency call-taking, logistics support, and field-based support activities. Required Qualifications Education High School Diploma or equivalent Experience Minimum 3 years' direct work experience in a Contact Center Customer Service environment or in an Engineering Construction environment. Required Knowledge/Skills/Abilities Working knowledge of Customer Relationship Management (CRM) system(s) Knowledge of Microsoft Office Suites. Ability to refer to documentation or manuals/guidelines to resolve issues. Ability to recommend and implement process improvement, update manuals and support new/amended business requirements. Strong organizational and time management skills. Excellent written and oral communication skills. Ability to perform moderately complex assignments independently to support the New Construction Department. Ability to effectively interact with external TEC contacts (consultants, engineers, architects, government officials, developers, etc.) to discuss technical project/customer requirements. Understand the importance of assimilating the needs of the customer and the Company and incorporate those needs into processes. Ability to be able to meet deadlines, possess initiative, adapt to a fast-paced work environment, and handle many tasks at once under minimal supervision. Ability to reference documentation or manuals/guidelines to resolve issues and have a basic foundational knowledge of processes to provide general assistance. Demonstrated strong analytical, planning, and organizational skills and the ability to work independently. Preferred Qualifications Education Preferred: Associates degree in a related field. Direct Experience Preferred: Direct work experience in the electric utility industry in a customer service role Preferred Knowledge/Skills/Abilities Proficient understanding of how to relate rate types to customer work request and billing coordinate with all systems. Ability to read and analyze professional architectural and engineered drawings along with electric utility primary circuit maps, to include knowledge of CAD. Ability to analyze and interpret Electrical and Construction Drawings Knowledge of TEC Customer Service policies and procedures and working knowledge of WorkPro. Knowledge of Maxviewer & Finesse, GIS (Geographic Information System), and PCAD, and Google Earth. Knowledge of Standard Electrical Service Requirement (SESR) handbook. Knowledge of FTP Site and Access/View Service Alerts. Working knowledge of blueprints and schematics and the ability to read electrical prints, riser diagrams, panel schedules, civil and site drawings. Ability to analyze technical data with knowledge of construction types (new/existing/renovations), amperage, voltage (single and three phase), and loads associated with retail, office, warehouse, residential, pumps, temporary service, etc. comparing application and customer submitted drawings to ensure accuracy and inquire about discrepancies. Advancement Opportunity This position is part of a structured developmental progression within Customer Engineering. Advancement is based on demonstrated performance, qualifications, accomplishments, increased responsibilities, and business needs. Progression is not automatic and is not based solely on time in the position. Work Environment & Position Expectations This role requires frequent customer interaction through phone, email, and online channels. Representatives routinely communicate with customers, contractors, developers, engineers, architects, governmental agencies, and internal business partners. Work is performed in a fast-paced environment requiring accurate documentation, analysis, and coordination of multiple projects simultaneously. The position requires regular use of CRM systems, GIS applications, Google Earth, GT Connect, and other internal systems. Representatives must be able to review technical documentation, construction drawings, and customer-subvided project information while maintaining high levels of customer service. Strong multitasking, organizational, and communication skills are required. Participation in storm response activities is mandatory and may include emergency call handling, logistics support, or field support roles. Occasional overtime may be required. Work is performed under general supervision, with guidance from supervisors, leads, and more senior Customer Engineering Representatives. TECO offers a competitive Benefits package!! Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more! STORM DUTY REQUIREMENTS....Please make sure to read below!!! Responding to storms will be considered a condition of employment. TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures. TECO Energy is proud to be an Equal Opportunity Employer. TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations. In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities. Pay Transparency Non-Discrimination Statement The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) ADA policy It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s. Application accommodations Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed. Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.