Product Operations Specialist

Xcel Energy•Minneapolis, MN

7d•$22 - $31•Hybrid

About The Position

The Product Operations Specialist performs operational activities related to customer products, which may include energy efficiency rebates, demand management and demand response products, clean transportation and electric vehicle products, and interconnections for renewables or other distributed energy resources. The role ensures work is processed accurately and on time through management of pending work queues, work orders, application entry and review, communications, and specialized tasks. The specialist supports training and coordination among Product Operations employees, applies technical understanding to resolve complex issues, identifies process improvements, and documents workflows using lean processes. The role is cross-trained across states and products to address workload fluctuations and handles more complex tasks across multiple product offerings. This position supports customer service and program operations by reviewing and processing applications, performing quality checks, responding to customer inquiries and disputes, coordinating with contractors and internal teams, and supporting vendor, invoice, inventory, maintenance, and technology activities. The specialist also recommends operational and system improvements, provides training and communications, and helps resolve escalated issues.

Requirements

Associate degree or equivalent experience.
Ability to comprehend technical aspects of products.
Demonstrated job performance.
Good verbal and written communication skills.
Knowledge of Microsoft Office applications, including Excel, Word, and Outlook.
Must be customer focused, self-motivated, results oriented, team oriented, and flexible.

Nice To Haves

Bachelor's degree.
Experience in customer service or an operations-related field.
Knowledge of Xcel Energy processes and systems.
10-key typing ability.
Good analytical and organizational skills.

Responsibilities

Process customer product applications promptly, reviewing and entering information into systems of record for all customer segments.
Apply critical thinking, analysis, and technical understanding to ensure application information is complete and accurate.
Perform peer reviews for quality control, provide backup support for products during periods of high activity, and identify issues and corrective actions.
Respond to customer inquiries and resolve disputes involving program participation, work status, bill adjustments, or property damage related to Xcel Energy programs.
Coordinate issue resolution with customers and stakeholders, including third-party contractors.
Support vendor, invoice, inventory, maintenance, and technology development activities in coordination with Product Operations leadership and product managers.
Identify and recommend process and system changes that improve operations and customer service.
Provide supporting training and communications as needed.
Support internal teams with escalated issues, including bill corrections, demand-response control days, and expedited engineering or metering requests.
Communicate with internal departments regarding escalated issues and requests.
Perform other assigned duties, including special projects.