Analyst - Service Coordination

Iberdrola•Brunswick, ME

1d•$72,400 - $90,500•Onsite

About The Position

Responsible for monitoring, coordinating and supporting all customer service requests. Ensures the delivery of superior customer service and accurate measurement of company goals versus achievements. Manages the workflow of the new service installations, service upgrades, and appointment scheduling and works directly with the Integrated Planning and Scheduling group to achieve high levels of customer satisfaction.

Requirements

Strong written and verbal communications skills
Demonstrated ability to work independently, as well as with a team
Able to prioritize own work and complete multiple tasks in a fast paced environment.
Exceptional customer service skills
Excellent organizational and analytical skills
Associates Degree with a minimum of three years relevant experience or High School/GED with a minimum of 5 years relevant experience required.
Experience in electric operations or customer service
Strong computer skills including: Microsoft Office applications (PowerPoint, Excel, Word), SAP Work Management

Nice To Haves

Bachelor’s Degree in related field preferred.

Responsibilities

Maintains a thorough knowledge of all company policies as they relate to the new service process, including but not limited to line extension policies, Field Operating Procedures, contractors’ handbook, city, town and state ordinances, MPUC rules and regulations and Distribution Standards.
Acts as liaison for the Service Center between the Service Centers and the Customer Contact Center to enhance communication and coordination of the new service process.
Interacts with internal and external customers including, but not limited to, contractors, electricians, customers, etc. regarding all aspects of the new service process.
Responsible for monitoring the Customer Service Guarantee and Appointment process, including, but not limited to job workflow to remove barriers and/or roadblocks.
Takes the lead role for electric operations for all applicable MPUC disputes and inquiries promptly and professionally.
Works with Energy Service Advisor, Customer Service Advisor and Line Supervisor with service-related issues.
Strives to deliver the level of customer service that our contractors, electricians and all other customers expect and deserve.
Participates in emergency storm restoration efforts.
Works to enhance the communication of policies and procedures to our contractors.