Customer Support Specialist na None

Job Overview:

The Customer Support Specialist’s primary responsibilities will be intake, triage, resolution, and documentation of customer tickets related to site utility accounts, ensuring that all actions are completed within customer-defined timelines or internal guidelines. Beyond ticket resolution, this person will support customer programs with tasks such as data entry and management, quality assurance tasks, deliverable reviews, and other activities that support successful customer delivery. This role requires good communication skills for interfacing with utilities, suppliers, and internal teams, (the majority of which will be conducted via phone) as well as the ability to monitor and report on key metrics. The ideal candidate should have experience in data management, multi-customer support, and working with online tools, along with good organizational and problem-solving abilities and a customer focused and pro-active mindset. 

Responsibilities, with some direction:

• Manage incoming tickets within internal and customer defined timelines (if applicable) 
• Monitor status of tickets and track progress towards resolution, while providing updates on resolution to internal teams and customers
• Understanding service level agreements and the ability to implement and adhere to those guidelines 
• Conduct outreach (call, email, etc.) to utilities and/or suppliers for all issues that arise via tickets or from internal teams 
• Interfacing with customer for progress updates as requested
• Understand customer expectations and report escalations as needed 
• Update internal tracking tools when a ticket results in a change to critical customer information
• Ability to utilize multiple systems for information access and updates as well as for resolving tickets
• Data management and stewardship; ability to provide reporting and analysis on key metrics like number of tickets per week, time to handle tickets, etc. 
• Coordinate with utilities, customer program manager, program administration team and other internal departments as needed
• Support program delivery with data entry and management with coordination of multiple internal and external teams
• Utilize data to resolve customer escalations in a timely fashion and report on resolution to program manager 

• Suggest opportunities to streamline or automate procedures related to your assigned activities and functions. 

Qualifications:

1. Include education requirements
   1. High School Diploma or GED
   2. Bachelor’s degree from a four-year college or university; or more than 3 years related experience and/or training; or equivalent combination of education and experience.
2. Experience needed, prior work accomplishments 
   1. Noted above
3. Knowledge, Skills, Abilities
   1. Demonstrate self-motivation and independence, coupled with robust analytical and problem-solving capabilities
   2. Proactively address issues in a systematic manner
   3. Exhibit excellent team and interpersonal skills, fostering effective collaboration with both internal and external stakeholders
   4. Possess strong communication skills, both written and oral
   5. Exhibit a high level of organizational and change management proficiency
   6. Maintain a keen focus on customer and supplier relationship
   7. Proficiency in Microsoft Office, Microsoft Power Platform (online ticket management system is a plus)
   8. Industry specific business experience is advantageous