Solar Customer Support Specialist

1 month ago

Providence, United States Integrated Resources Full time

Job Description:

Purpose
This position is responsible for the development and maintenance of electric distribution equipment specifications, overhead and underground construction standards; National Electric Safety Code (NESC) compliance; assisting field personnel with the correct application of material and equipment; investigating causes of failed equipment; interfacing with Supply Chain to ensure continuity of supply through the approval of multiple sources and temporary substitutions, as appropriate; supporting emergency call in operations and other work as requested by the Group Leader, Electric System Codes and Standards.

Core Responsibilities
Performs engineering assignments associated with the design, construction, performance enhancement, cost effectiveness, safety, operation, and maintenance of various electric distribution facilities, equipment, and systems.

Provides support to Operations Centers, System Restoration and Dispatch, Substation Construction and Maintenance, Distribution Asset Management, Supply Chain, Systems Analysis & Planning, Protection & Control Engineering, and others as requested by the Group Leader, Electric System Codes and Standards. Support includes general engineering duties; development of new equipment specifications and/or construction standards; the application of codes, policies, and standards; and the application of electric distribution material and equipment.

Assists in directing and coordinating the activities of a CAD/Graphics Specialist and/or a Project Coordinator in the preparation and maintenance of engineering, construction and maintenance drawings and documentation.

Deals directly with manufacturer representatives to investigate new material and equipment for acceptance and to investigate material and equipment applications, problems, and failures.

Interprets and applies various industry standards, codes, and regulations.

Represents the company in industry organizations such as Midwest Electric Distribution Exchange (MEDE), Electric Power Research Institute (EPRI), National Electric Energy Testing Research and Applications Center (NEETRAC), Southeast Electric Exchange (SEE), etc.

Assists other engineers with large and/or complex projects, as required.

Plans and controls all activities to provide an accident-free workplace.

Job Summary
The Solar Customer Support Specialist oversees stakeholder and customer relationships by providing responses to Distributed Energy Resource customer complaints and other related program matters. One of the key responsibilities will be supporting the development of Distributed Generation projects in Rhode Island. Eligible technologies include wind, solar, small-scale hydropower, and anaerobic digestion. The program enables customers to sell their generation output under long-term tariffs at fixed prices. The Specialist will ensure the department maximizes accuracy, professionalism, and timely responses associated with inquiries to lower the risk for customer dissatisfaction and reputational impact in Rhode Island. The Specialist will aid in proactive communications to key stakeholders and customers internally and externally. This role is expected to provide organized response times as well as building internal and external relationships to deliver on process and performance improvements.
Job Responsibilities
• Manage Transfer of Ownership requests when a customer moves to a premise with solar
• Modification of ACH and Checking data for incentive payments
• Allocation of customer credits to applicable accounts
• Timely email and phone responses related to general program inquiries and billing discrepancies
• Deliver forecasting and reporting solutions that will drive accuracy and standardization.
• Maintain a process of proactive communication to customers and internal stakeholders on receipt of request, expected response time, and final resolution as required.
• Provide analysis on root cause issues, support initiatives and process improvements.
• Assist in creating and building Standard Operating Procedures and training plan to ensure sustainability and control compliance.
• Support and attend discussions with Customer Energy Integration and Engineering as required.
• Develop and maintain relationships with internal stakeholders and Rhode Island regulatory external stakeholders.
• Investigate, analyze, resolve, and respond to Distributed Energy Resources related complaints filed by internal and external customers, Stakeholders, Executives, State and Local Government Officials, Commissions, Regulators, Elected Officials, Media, Small Claims and Better Business Bureau.
• Promote and implement procedural best practice through structured quality assurance within the team to ensure all working practices are compliant with Client policies and regulatory requirements.
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers

Education/ Experience
• A bachelor's degree preferred or a minimum of 3 years' experience in a customer facing role in lieu of a degree.
• A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required.
• Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously.
• Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.
Preferred Qualifications
• Possesses knowledge and understanding of electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively.
• Knowledge of the Rhode Island NET metering, Renewable Energy Growth and Shared Solar programs is required.
• Knowledge and understanding of customer systems and billing procedures.
• Exposure to Rhode Island regulatory requirements

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