Customer Service Specialist II
eTeam Inc
Job Title: Customer Service Specialist II
Location: Charlotte, NC 28202 (Hybrid)
Duration: 12 Months+ Job Description:
Products and Services
This position is responsible for assisting with the management and operation of **** products, programs and services. This position will accurately manage performance indicators, coordinate program events, present information and complete assigned tasks supporting the successful operation products, programs and services. Additional notes:
1) Mgr would like to have someone bilingual in Spanish.
2) exp screening calls
3) quality control or quality assurance exp. Not mandatory but a plus! Responsibilities:
60%:
20%:
20%:
ADDITIONAL DETAILS
Additional Preferred Qualifications
Working Conditions
Qualification Assessment
Must Have
Education Requirements
High School Diploma/GED
Yes
Mobility Classification
Hybrid teammates
Location: Charlotte, NC 28202 (Hybrid)
Duration: 12 Months+ Job Description:
Products and Services
This position is responsible for assisting with the management and operation of **** products, programs and services. This position will accurately manage performance indicators, coordinate program events, present information and complete assigned tasks supporting the successful operation products, programs and services. Additional notes:
1) Mgr would like to have someone bilingual in Spanish.
2) exp screening calls
3) quality control or quality assurance exp. Not mandatory but a plus! Responsibilities:
60%:
- Develop, manage and maintain program documentation of performance.
- Validate and process invoices.
- Lead or assist with managing customer escalations.
- Assist with requesting and obtaining permissions and authorizations (systems, buildings credentials).
- Work with internal and external stakeholders to coordinate events and activities.
- Deliver presentations to various audiences.
- Analyze information to prepare a summary of findings that lead to actionable improvement recommendations.
- Coordinate training for internal and external stakeholders.
- Conduct quality assurance checks and "ride alongs" with field staff to ensure expected results.
- Administer contract terms and track compliance.
- Listen to call recordings to ensure compliance with customer interaction.
- Interface with stakeholders to obtain and report customer satisfaction results.
- Provide draft accrual submissions
20%:
- Contribute information & ideas for product/program/service plans designed to deliver expected financial results within budget guidelines.
- Develop stakeholder relationships (vendor, market insights, campaign management, Finance, regulatory, Program Performance) that support program plans and performance initiatives.
- Recommend improvements or tests which improve customer response rates and lower acquisition costs.
- Coordinate and track proper follow up on program leads.
- Provide input to product/program/services support teams for operational improvements
20%:
- Understand and monitor issues impacting assigned programs including items like financial challenges, regulatory constraints, code & standard modifications, technology and environmental standards which impact offerings. Formulate recommendations to address negative impacts and deliver a compelling case for the proposed modifications.
- Evaluate program outreach/engagement strategies and results to develop future research improvement initiatives.
ADDITIONAL DETAILS
Additional Preferred Qualifications
- Business operation experience
- Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills
- Excellent leadership skills and good facilitation skills at all levels, both internally and externally.
- Experience working in utility regulatory environment
- Comprehensive financial and business acumen
- Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development
- Proficient in Microsoft Office software tools including Microsoft Teams, Excel, PowerPoint, Power BI
- Proven project management skills.
- Demonstrated ability to learn new systems.
- Experience successfully working in a team environment to achieve shared goals.
- Proficiency in Client, SAP, Maximo and Microsoft Co-Pilot is highly desirable
Working Conditions
- Normal office environment with some travel, including overnight travel and site visits.
- Long periods of sitting and extended use of computer and telephone/cell phone or other PDA device.
- Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm
Qualification Assessment
Must Have
Education Requirements
High School Diploma/GED
Yes
Mobility Classification
Hybrid teammates
Vacancy posted 5 days ago
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