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Customer Relations Support Associate I
2 months ago
Position Overview
The individual in this role is primarily responsible for managing customer relationships and ensuring satisfaction, along with executing detailed administrative tasks necessary for creating service notifications and orders essential for dispatching customer service operations. This includes interfacing and coordinating work management, financial, or logistical information (SAP) and customer contact/billing systems - Customer Information System (CIS).
The individual will address customer inquiries, requests, and complaints using their knowledge of the organization, including necessary contractor interactions. The role supports the business units in maintaining excellent public relations and associated operational activities.
In various geographic locations, Support Associates may receive cross-training to assist other business units within the region, such as Operations.
Education, Training, and Experience
A high school diploma or GED is required, along with two years of experience in customer service or operational support. Proficiency in keyboarding skills (minimum of 35 words per minute) and the ability to present oneself professionally are essential.
Customer Service Support Specialist Progression Program:
Level I - This is an entry-level position where, after a minimum of 6 months on the job, the Specialist can complete Enhanced Training Modules (as outlined in the Customer Service Support Specialist Progression Program) and successfully pass a written exam at a minimum of 12 months.
Level II - After a minimum of 18 months on the job, the Specialist is eligible to complete an oral exam (as outlined in the Customer Service Support Specialist Progression Program). Upon successful completion, the Specialist earns the Level II title and corresponding compensation.
Senior - This position is determined by business needs. The Specialist will have successfully achieved Level II status.
Prior Related Experience:
Experience in customer-facing roles through operational support, retail business, sales, or within a utility-specific organization is required. Familiarity with Windows-based software applications is also necessary.
Distribution Support Specialist Progression Program:
Level I - After a minimum of six months as a Customer Service Support Specialist II or a Customer Contact Specialist II, the Specialist is eligible to obtain Distribution Support Specialist Level I status upon successful completion of on-the-job training modules and consistent demonstration of applying learned concepts and transactions.
Level II - After a minimum of one year at Level I, the Specialist is eligible to take an exam. Upon successful completion, Level II status will be granted. Specialists at this level may receive additional training for duties as dictated by business needs or geographic location.
Licenses and/or Certifications
Not Applicable
Essential Duties & Responsibilities
Customer Service Support Specialist
Engage with internal and external customers in a professional manner, providing a high level of customer satisfaction through knowledge-based solutions while adhering to established policies and procedures to ensure the best interests of both the customer and the organization are met.
Establish and maintain customer accounts and records, which include determining security deposits, completing payment processes, daily financial reporting, and ensuring accurate billing rates.
Investigate unusual meter readings and determine necessary actions to ensure proper billing, including estimating consumption. This involves utilizing SAP (CIS) along with the Meter Data Management (MDM) system to analyze previous consumption for estimation purposes.
Oversee the collections process from customer delinquency through to meter reconnection or final billing. This includes reviewing accounts to ensure correct payment application, checking for payments or arrangements, placing deposits on accounts, managing disconnections for non-payment, monitoring accounts for payment, and ensuring a final bill is issued if no payment or response is received.
Act as a remote agent for the Centralized Customer Contact Center by logging into the call queue daily, facilitating customer interactions, and helping maintain adequate staffing levels. This may include weekend and holiday coverage as necessary for outages and other high call volume events.
Contact large Commercial and Industrial (C&I) customers regarding overdue balances and negotiate payment arrangements as needed.
Analyze technical reports, including Load Factor Exceptions, Zero Consumption investigations, and Rate Comparisons to determine the best rate for customers based on their consumption patterns.
Essential Duties & Responsibilities (Continued)
Distribution Support Specialist
Engage with internal and external customers professionally, ensuring a high degree of customer satisfaction through knowledge-based solutions in accordance with established policies and procedures.
Identify, plan, schedule, and close out SAP notifications/work orders for local construction crews and service work, determining material, vehicle, and labor requirements. Create SAP work orders, ensuring proper settlement rules are applied.
Act as a liaison between Planner/Schedulers and Substation/Metering Technicians, as well as electricians and Electrical Inspectors.
Utilize the outage management system (OMS) to manage outages for overhead services, including dispatching Technicians (excluding outages requiring switching). Prepare lists for Planned Outage Pre-call Lists using OMS.
Prepare and process Sales & Distribution invoices for billing, ensuring accurate reflection of costs (labor, vehicle, material).
Serve as Time Sheet Coordinator to maintain accurate time-recording, including correcting errors and entering time as directed by a supervisor.
In certain geographical locations, a significant portion of time may be spent performing Customer Support Specialist duties rather than some of the responsibilities mentioned above.
Accountable for other duties as assigned.
Core Competencies
Customer Focus, Teamwork/Diversity & Inclusion, Integrity/Excellence, Public Service/Environmental Stewardship, Safety
Salary Information -
