Customer Service Specialist II

Customer Service Specialist II

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 of products, programs and services.

Additional notes:

• Mgr would like to have someone bilingual in Spanish.
• Experience screening calls.
• Quality control or quality assurance experience. Not mandatory but a plus!

Responsibilities:

• 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.

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