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9527 Customer Relations Coordinator
2 months ago
Job Summary
The Customer Relations Coordinator is the primary point-of-contact in resolving escalated telephone and written customer inquiries directed to the Board of Public Utilities (BPU), company executives, external agencies such as the Better Business Bureau, governmental agencies, the media as well as other channels. The Coordinator/Consultant is responsible for working with the various lines of business to gather the necessary information to ensure resolution from the perspective of the customer, the company and the BPU as appropriate. The position is also responsible for identifying root causes of the inquiries and making improvement recommendations to prevent recurrence.
Job Responsibilities
Investigate customer inquiries from Board of Public Utilities(BPU), outside agencies and directly into Customer Relations; document what occurred in SAP, i-Sight and the BPU system; Work with the lines of business and BPU to assure appropriate resolution in a timely manner and in adherence to all company guidelines and policies; Provide guidance to lines of business regarding appropriate resolution.
Directly interface and negotiate with customers to resolve issues including sending written letters/documentation as needed.
Handle incoming calls from customers who are escalating their concerns.
Conduct root-cause analysis of customer inquiries; determine responsibilities and accountabilities; recommend corrective actions and process improvements to prevent recurrence.
Investigate more complicated, higher profile, customer inquiries received from channels above plus those directed to company executives; Work with the lines of business to assure appropriate resolution.
Directly interface and negotiate with customers to resolve issues including sending written letters/documentation as needed.
Conduct root-cause analysis of customer inquiries; determine responsibilities and accountabilities; recommend corrective actions and process improvements to prevent recurrence. Provide monthly and ad hoc reports to the lines of business and for scorecard
Job Specific Qualifications
Required:
Bachelor's degree plus 1-3 years of customer service/relations experience. In lieu of a degree, 7 years of experience.
Proficient in Microsoft Office applications particularly Word and Excel
Proficient in SAP/CRM
Demonstrated listening and communication (oral and written) skills
Demonstrated interpersonal, dispute- resolution and negotiation skills
Ability to build and maintain effective partnerships within and across organizations
Working knowledge of electric & gas tariffs and New Jersey Administrative Code
Broad understanding of utility-wide operations and Customer Operations functions
Desired:
Demonstrated knowledge of Gas, Electric and Customer Operations policies and processes
Proficiency in the BPU/I-Sight case-management system
Root cause analysis/process improvement experience
Minimum Years of Experience
1 year of experience
Education
Bachelor
Certifications
None Noted
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