Customer Service Specialist II

Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development. This position will accurately manage performance indicators, coordinate program events, present information and complete assigned tasks supporting the successful operation products, programs and services.

Job Title: Customer Service Specialist II
Location: Charlotte, NC 28202 (Hybrid)
Duration: 12 Months+

Job Description:
Products and Services
This position is responsible for assisting with the management and operation of **** products, programs and services. This position will accurately manage performance indicators, coordinate program events, present information and complete assigned tasks supporting the successful operation products, programs and services.

Additional notes:
1) Mgr would like to have someone bilingual in Spanish.
2) exp screening calls
3) quality control or quality assurance exp. Not mandatory but a plus!

Responsibilities:
60%:

• Develop, manage and maintain program documentation of performance.
• Validate and process invoices.
• Lead or assist with managing customer escalations.
• Assist with requesting and obtaining permissions and authorizations (systems, buildings credentials).
• Work with internal and external stakeholders to coordinate events and activities.
• Deliver presentations to various audiences.
• Analyze information to prepare a summary of findings that lead to actionable improvement recommendations.
• Coordinate training for internal and external stakeholders.
• Conduct quality assurance checks and ride alongs with field staff to ensure expected results.
• Administer contract terms and track compliance.
• Listen to call recordings to ensure compliance with customer interaction.
• Interface with stakeholders to obtain and report customer satisfaction results.
• Provide draft accrual submissions

20%:

• Contribute information & ideas for product/program/service plans designed to deliver expected financial results within budget guidelines.
• Develop stakeholder relationships (vendor, market insights, campaign management, Finance, regulatory, Program Performance) that support program plans and performance initiatives.
• Recommend improvements or tests which improve customer response rates and lower acquisition costs.
• Coordinate and track proper follow up on program leads.
• Provide input to product/program/services support teams for operational improvements

20%:

• Understand and monitor issues impacting assigned programs including items like financial challenges, regulatory constraints, code & standard modifications, technology and environmental standards which impact offerings. Formulate recommendations to address negative impacts and deliver a compelling case for the proposed modifications.
• Evaluate program outreach/engagement strategies and results to develop future research improvement initiatives.

ADDITIONAL DETAILS
Additional Preferred Qualifications

• Business operation experience
• Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills
• Excellent leadership skills and good facilitation skills at all levels, both internally and externally.
• Experience working in utility regulatory environment
• Comprehensive financial and business acumen
• Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development
• Proficient in Microsoft Office software tools including Microsoft Teams, Excel, PowerPoint, Power BI
• Proven project management skills.
• Demonstrated ability to learn new systems.
• Experience successfully working in a team environment to achieve shared goals.
• Proficiency in Client, SAP, Maximo and Microsoft Co-Pilot is highly desirable

Working Conditions

• Normal office environment with some travel, including overnight travel and site visits.
• Long periods of sitting and extended use of computer and telephone/cell phone or other PDA device.
• Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm

Qualification Assessment
Must Have
Education Requirements
High School Diploma/GED
Yes
Mobility Classification
Hybrid teammates