Customer Operations Spclst-Field / Sr Customer Operations Spclst-Field

Berkshire Hathaway Energy•Des Moines, IA

1d•Onsite

About The Position

This is a multi-level posting. Candidates may be considered for any of the posted levels, depending on their level of experience and depth of expertise. The Customer Operations Specialist-Field serves as a subject matter expert providing insight into meter reading, meter utility work, and customer service policies, procedures, systems, and programs. The position serves as a primary frontline resource providing support to the supervisor and guidance and work direction when the supervisor is out of the office. The position provides research for complex situations and works on special projects as assigned. Knowledgeable of compliance and standards for environmental, electric and gas per company and regulatory for customer and employee safety. Assists field employees by providing technical support and troubleshooting for vehicle issues, meter reading and meter utility equipment. Executes a work plan and adjusts meter reading routes and meter utility schedules based on staffing levels and workload. Completes meter reading processes at beginning and end of day, ensuring field orders are completed. Operates the field collection system. Order materials, equipment, tools, and office supplies. The Senior Customer Operations Specialist-Field serves as a subject matter expert providing advanced insight into meter reading, meter utility work, compliance and customer service policies, procedures, systems, and programs. The position serves as a primary frontline resource providing support to the supervisor and supervisory coverage when the supervisor is out of the office. The position provides research for complex situations and works on special projects as assigned. Knowledgeable of compliance and standards for environmental, electric and gas per company and regulatory for customer and employee safety. Assists field employees by providing technical support and troubleshooting for vehicle issues, meter reading and meter utility equipment. Executes a work plan and adjusts meter reading routes and meter utility schedules based on staffing levels and workload. Completes meter reading processes at beginning and end of day, ensuring field orders are completed. Operates the field collection system. Order materials, equipment, tools, and office supplies.

Requirements

Associate degree in business or related field or equivalent work experience. (Typically, three years of related, progressive work experience would be needed for candidates applying for this position who do not possess an associate degree.)
Minimum of two years of related experience in customer service or operations or equivalent work experience. (For Customer Operations Specialist-Field)
Minimum of four years of related experience in customer operations or equivalent work experience. (For Sr Customer Operations Specialist-Field)
Excellent customer service skills.
Demonstrates ability to analyze trends in data and make recommendations for improvements
Effective communication skills, written and verbal to convey information accurately, understandably and to actively seek feedback.
Ability to communicate well under pressure during periods where conflict involves an employee or customer.
Knowledge of customer service system, Microsoft Office (Word, Excel, Outlook, etc.)
Knowledge of meter reading/utility person software/hardware.
Ability to prioritize and handle multiple tasks and projects concurrently.
Knowledge of department, company and regulatory policies and procedures.
Basic labor contract knowledge.
Travel can be expected.
Must possess a valid driver's license.
This position is subject to Department of Transportation mandated drug testing, including but not limited to random drug testing.
Demonstrates strong ability to analyze trends in data and make recommendations for improvements. (For Sr Customer Operations Specialist-Field)
Strong communication skills, written and verbal to convey information accurately, understandably and to actively seek feedback. (For Sr Customer Operations Specialist-Field)
Knowledge of PCAD (For Sr Customer Operations Specialist-Field)
Ability to prioritize and accurately handle multiple tasks and projects concurrently. (For Sr Customer Operations Specialist-Field)

Responsibilities

Schedules and plans work for meter readers and meter utility persons.
Operates Field Collection System (FCS)
Ensures compliance with inside gas meter inspections
Provides operational coverage when the supervisor is out of the office and ensures critical daily tasks are completed.
Facilitates safety meetings, listens to concerns and ideas of team members, formulates and discusses solutions with supervisor, communicates resolutions back to team.
Assists with various safety initiatives affecting the team.
Assists with prioritization of meter reading routes as staffing changes occur due to illnesses, turnover, and vacations to ensure customer's meters are read.
Ensures that all meter reading routes are properly assigned and are uploaded daily in a timely fashion so customer bills can be produced.
Assures daily assigned work schedule reflects accurate information including route information on Field Collection System (FCS) is accurate.
Using computer-aided dispatch processes, assigns and tracks service orders for meter utility persons, customer operations gas servicemen and electric service technicians.
Create and sends communication per company and supervisor standards to external and internal customers on behalf of the supervisor/department/company.
Follow the meter reading and meter utility person safety operating plan, consolidated safety rules, and assist supervisor in ensuring action items for the supervisor are completed on time.
Must accept and adequately perform all other duties and projects as assigned and be flexible to adjust hours outside regular schedule to accommodate the business or operational needs. Perform any additional responsibilities as requested or assigned.
Assists supervisor with employee skill set assessment and development.
Responsible for on call duty as assigned for C-shift meter utility personnel and customer operations gas service persons and electric service technicians.