Customer Service Specialist II

Job Title: Customer Service Specialist II
Location: Charlotte, NC (28214)
Duration: 12 Months+
The required hours are 7:00 A M to 3:30pm M-F.
Hybrid- Remote M&F and onsite Tues, Wed, Thurs.

Job Description:
Prefer the candidates to have experience in SAP and C4CMobility.
2 years of experience with SAP and C4C

Position Purpose:
The Work Coordinator is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. The SSA answers a variety of inbound technicians, first responders, and emergency customer calls. This position should be able to handle calls that may require additional research and follow up. The WC must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner.

Nature and Scope: The Planning & Progression department is a centrally led and regionally-executed operation responsible for receiving, routing and assigning all orders for the Natural Gas Business Unit. This position requires comprehensive knowledge of field operation workflow and independent judgment in order to optimize workloads when the operational environment changes. This position will require the ability to assess the nature of service call or emergency and employ appropriate human relations skills to fulfill the accountabilities in a competent manner.

Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24/7/365 schedule. On average, receives approximately 56,000 emergency calls on an annual basis. Responsible for monitoring work flow for approximately 350 Service Technicians.

• Education Requirement: HS/GED

Relative to the job this contractor will be performing, please answer the below questions:
1. Will this worker be performing any physical labor? no
2. Will this worker be required to wear PPE (Personal Protective Equipment)?no
3. If so, what kind?
4. Will this worker work in the field, plant, lab or office environment? Office and Remote
5. Will this worker encounter any hazardous work conditions? NO If so, please explain.no
6. Will this worker be required to lift as part of their duties? NO If so, how many pounds on average? na
7. Will this worker be required to climb ladders? If so, what is the height of the ladder? no
8. Will this worker be required to use any machinery? If so, what kind? NO
9. Will this worker be required to drive as part of their duties? If so, what is the radius of the miles driven on average? no

Qualification Assessment
Must Have
Education Requirements
High School Diploma/GED
Yes
Mobility Classification
Hybrid teammates