Customer Service Specialist III

Position Purpose: The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. Nature and Scope: The Planning & Progression department is a centrally-led and regionally-executed operation responsible for receiving, routing and assigning all orders for the Natural Gas Business Unit.

Job Title: Customer Service Specialist III
Locations: Charlotte, NC 28214 (Remote)
Duration: 12 Months+
Virtual Work hours after training. 22+ PART TIME Fully Remote after training

Job Description:
Candidates must have experience in SAP and C4CMobility.

CW will need to work onsite for training. The training schedule is as follows;
6 weeks M-F 3:30pm to 9:30pm. Subject to change depending on call volume and outages.

Description:
The expected hours after training could exceed 36 if the contingent worker is available. This position will cover Saturdays, Sundays, and holidays, with hours of either 7:00 a.m. 6:00 p.m. or 2:00 p.m. 10:00 p.m. ***The location for the training; Charlotte North Ops Center: at 115 Rhyne Road, Charlotte, NC. Additionally, training will be conducted five days a week in the office.*** Position Purpose: The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. The SSA answers a variety of inbound technicians, first responders, and emergency customer calls. This position should be able to handle calls that may require additional research and follow up. The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner. This position covers after-hours technician support and maintains 24/7/365 coverage of customer emergency calls.

Nature and Scope: The Planning & Progression department is a centrally-led and regionally-executed operation responsible for receiving, routing and assigning all orders for the Natural Gas Business Unit. This position requires comprehensive knowledge of field operation workflow and independent judgment in order to optimize workloads when the operational environment changes. This position will require the ability to assess the nature of service call or emergency and employ appropriate human relations skills in order to fulfill the accountabilities in a competent manner. Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24/7/365 schedule. On average, receives approximately 56,000 emergency calls on an annual basis. Responsible for monitoring work flow for approximately 350 Service Technicians.

" Education Requirement: HS/GED

Relative to the job this contractor will be performing, please answer the below questions:
1. Will this worker be performing any physical labor? no
2. Will this worker be required to wear PPE (Personal Protective Equipment)?no
3. If so, what kind?
4. Will this worker work in the field, plant, lab or office environment? virtual
5. Will this worker encounter any hazardous work conditions? If so, please explain.no
6. Will this worker be required to lift as part of their duties? If so, how many pounds on average? NA
7. Will this worker be required to climb ladders? If so, what is the height of the ladder?no
8. Will this worker be required to use any machinery? If so, what kind?
9. Will this worker be required to drive as part of their duties? If so, what is the radius of the miles driven on average?no

Qualification Assessment
Must Have
Education Requirements
High School Diploma/GED
Yes
Mobility Classification
Hybrid teammates
Will this position(s) be in support of a federal contract?
No