Customer Service/Scheduler

Hybrid Customer Service Representative

This is a hybrid role - three days in the office per week.

Responsibilities include:

• Serve as the central point of contact for all incoming customer calls/emails.
• Address customer questions and concerns as much as possible.
• Delegate to the appropriate individual or group if unable to address the issue directly.
• Log customer calls and report out weekly.

Assist schedulers with proactive customer contacts throughout the job scheduling process:

• Provide clear guidance for customers on pre-job requirements, such as inspection due dates, physical work to be completed before execution, and setting up new meter accounts.
• Schedule customer appointments and issue reminders/confirmations.
• Maintain a log of all communications to report out weekly.

Provide other scheduler assistance as needed:

• Assist in creating work packets.
• Assist in processing bundled job cards.
• Remove job holds once verified.
• Create IVR appointments.
• Assist in work order closeout.
• Schedule temporary disconnects.
• Investigate property damage claims and schedule work if PPL liability is determined.

*This is not a driving role*