Customer Service Manager

3 weeks ago


Windsor Mill, United States Innovative Systems Group Full time

This position is hybrid and is a 1 year contract role with our direct client.


This role would be to support, receive, and respond to incoming customer cases to the Regional Distribution Engineering team. These cases consist of customer inquiries into frequency of electric service interruption, concerns around the cause of electric interruptions,materials from construction activities left on site, and cases or inquiries in which customers have engaged our external affairs teams, local representatives, or the Maryland Public Service commission (PSC). This role would be responsible for the investigation and response to customers which include (but are not limited to): engaging the engineering and technical team for outage history, review with technical team of any future work proposed in the area, translating those technical details into our draft language for customer responses, and to respond to customers via their preferred method (sometimes via phone).


This candidate must have strong communication skills, both written and verbal. This position requires an ability to digest electric outage details and to convey those details and an explanation of what we are doing in response to those outages in a customer friendly-way. The candidate should be comfortable speaking on the phone with customers.


Strong competency in microsoft applications(word, office), strong work ethic and ability to take on investigations independently, a strong customer focus (this will be handling customers who are having reliability issues and looking for assistance in solving those concerns).


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