Customer Service Solutions Specialist II

2 weeks ago

Albany, New York, United States eTeam Full time
Job Title: Customer Service Solutions Specialist
Location: Remote/Hybrid
Duration: 12 Months
Pay Rate: $25/hr - $30/hr on W2 without any benefits

Description
  • This position operates in a hybrid model, primarily remote with one day per week in the office.
  • Workdays are Monday through Friday, with flexible start times between 7:00 AM and 8:30 AM, and end times ranging from 3:30 PM to 5:00 PM, ensuring an 8-hour workday.
Job Purpose:
  • The role is integral to the Customer Energy Integration team's billing processes. The ideal candidate will efficiently handle tasks and billing assignments to achieve the objectives of distributed generation billing.
About Customer Energy Integration:
  • Customer Energy Integration (CEI) encompasses teams responsible for managing the integration of customer-owned renewable energy sources and energy storage into the electric distribution and transmission systems.
  • This department consists of four interrelated teams, with this position situated within the NY Program Support team, which focuses on customer billing setup and maintenance to ensure accurate compensation for distributed generation.
Key Responsibilities:
  • Oversee the scheduling, coordination, and execution of billing tasks.
  • Acquire a thorough understanding of relevant regulations and tariffs to assist both internal and external stakeholders.
  • Conduct data extraction and reporting using various applications such as Salesforce, PowerBI, and Excel.
  • Identify billing discrepancies that may negatively affect customers.
  • Propose and support the implementation of corrective measures to enhance billing quality.
  • Review work for precision and ensure completeness of all details.
  • Collaborate closely with the billing team and program manager to pinpoint opportunities for improvement in billing and customer service.
  • Provide regular updates on performance during team meetings.
  • Establish and achieve Key Performance Indicators (KPIs).
  • Monitor program trends and gather insights from customers and stakeholders to identify program drivers.
  • Work with internal and external partners to refine program delivery practices, ensuring exceptional customer service.
Knowledge & Experience Requirements:
  • An associate's degree coupled with 2 years of relevant professional experience is required.
  • Experience in renewable energy, whether professional or academic, is preferred.
  • Proficiency in essential software applications, including Microsoft Office Suite (Excel, Word, PowerPoint, Teams), with the capability to learn additional programs such as Salesforce and the company's billing system.
  • Strong verbal and written communication skills, demonstrated in a business context.
  • Customer service orientation and meticulous attention to detail are essential.
  • Proven ability to meet deadlines and manage multiple tasks effectively.
  • Ability to collaborate as a contributing member of a team is required.
  • This is a hybrid role, with occasional travel expected.
  • Work hours will be determined by the manager based on assigned responsibilities.
  • Contractors are expected to fulfill an 8-hour workday unless leave is arranged.

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