The Customer Service Assistant (Shift) will support the Customer Solutions Team or Customer Care Lead in the achievement of Customer Service level metrics and will support Control Authority in outage restorations and communication, by conducting the necessary planning functions to ensure that all trouble calls and specific service related linework activities are issued for the successful completion of the work order.
The Customer Service Assistant (Shift) will be responsible for tracking of internal and external resources for Line personnel and Underground workgroups, supporting and responding to the requests for information from internal and external customers, seeking continuous improvement, providing support to the Control Authority with first tier response to outage restoration and communication as per the Outage Communication Plan and Customer Operations protocols.
Maintain health, safety and environment standards by:
Ensuring compliance with all safety policies and procedures.
Ensuring compliance with all environmental and health standards, and
Completing all required HSE training.
Prepare work to be completed by:
Ensuring that a service order is generated for all follow-up work and is forwarded for scheduling and implementation
Maintain customer service excellence by:
Coordinating all customer trouble calls with Technician II and Customer Solutions Team to ensure calls are dealt with efficiently and customer issues resolved.
Communicating with internal departments (such as T&D) to obtain information regarding pending work orders and expected time of restoration (ETR)
Responding to customer inquiries regarding status and activity of various types of service requests.
Tracking ETR and the proper use of codes.
Monitoring crew times to ensure that jobs are completed within targeted objectives.
Provide planning and job status information by:
Receiving all customer-related trouble-calls and entering necessary information into databases.
Inputting data on updated service orders, work orders, customer information, status of disconnections and reconnections.
Ensuring information is obtained and promptly updated with relevant data once customer service orders are completed.
Tracking and providing accurate, real-time documentation on customer inquiries and work order status.
Providing ETR feedback to relevant parties regarding expiring ETRs.
Updating necessary information systems with ETR information, to ensure the accuracy of communication to customers during outages.
Administering the ETR “override” strategy during storms and as requested by management to support customer communications related to storm responses.
Coordinating with Control Authority and Generation on Outage Communication and following the Outage Communication protocols.
Following up with Technician II, Crew, Duty-call Supervisor, and customers during and after completion of a job to ensure documentation is correct and work orders are properly closed out.
Support operational efficiencies by:
Supporting Control Authority with first tier outage restoration via SCADA as per Customer Operations Protocols.
Contribute to team effort by accomplishing related results as needed.
The Customer Service Assistant will have an earned high school diploma or Associate Degree in a relevant field, intermediate knowledge of MS Office, including Outlook, and Excel; proficiency in data entry using AS400, MP2 and SharePoint, have a minimum of two years’ experience in a customer service and/or an industrial operations environment with knowledge of business processes, safety and environmental programs, permits, stakeholders, work order and service order processes, the scheduling process, and all other processes that relates customer service to operations. They will have a demonstrated ability to communicate effectively with internal and external stakeholders and solve problems using computer systems and internal resources.
