Specialist - Customer Assistance

With limited guidance from the Manager of Customer Accounting, the Senior Specialist will support the Customer Accounting and Customer Assistance departments and act as liaison and subject matter expert for major initiatives and functions for Customer Care and Billing (CC&B) implementation and system upgrades. The Senior Specialist will ensure consistency of processes within the section and innovate when appropriate to achieve departmental objectives within established cost constraints. Will perform special assignments as directed by the Manager, Director, and Vice President. Ensuring communication of and compliance with Customer Service procedures is one of the important tasks of this position. The Specialist will be interfacing with customers and other departments about requests and concerns. Required Education/Experience Bachelor's Degree and a minimum of two years related work experience or Associate's Degree and a minimum of four years related work experience or High School Diploma/GED and a minimum of five years of related work experience Relevant Work Experience Related work is defined as customer service or regulatory experience. Required Must be able to adapt quickly and take direction from different supervisors. Required Must possess excellent listening, oral and written communication skills, and have the ability to effectively interact with internal and external customers, support staff, and various levels of management. Required Must have excellent telephone skills. Required Must be well organized, detail orientated and flexible to handle multiple assignments and deadlines. Required Demonstrated proficiency in Microsoft Office applications (Excel, PowerPoint, and Word). Required Demonstrated professional demeanor, confidence dealing with all levels of management and the ability to work with sensitive and confidential information. Required Must have a good understanding of Company policies and procedures. Required Proficiency in MS Access. Required Possess strong working knowledge of the Customer Care and Billing System (CC&B); experience with other customer systems. Preferred Licenses and Certifications Driver's License Required Physical Demands Sit or stand to answer a phone for the duration of the workday Sit or stand to use a keyboard, mouse, and computer for the duration of the workday Additional Physical Demands The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays. Must be able and willing to travel as needed. Core Responsibilities Ensures implementation of Company safety, health and environmental programs for employees whose work is directed. Ensures that safe work practices are followed and the environment is fully protected in accordance with Company policy and governmental regulations. Commit to developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all stakeholders. Assists with SOX compliance activities, including gathering documentation, updating internal controls responses, completing audit inquiries, and supporting internal and external audit requests. Acts as Customer Accounting and Customer Assistance liaison for various intercompany teams. Interface with outside agencies and firms, utility companies, customers, and senior management, providing information, testimony and collaboration, as appropriate. Develop relationships with various government agencies, other departments and vendors to enhance and promote Customer Operations. Analyzes training needs within the section and develops/recommends training programs, as appropriate. Assist in the preparation of month-end reports, status updates for monthly departmental progress report, KPI goals, and other regulatory reports as needed. Manage tasks and projects autonomously, from initiation to completion. Participates on an on-call schedule to respond to various emergencies and requests. Participates in the Companys Storm Plan with assignment to the Call Center and Special Response Team. Performs other assigned tasks and duties assigned by Manager.