Senior Product Operations Specialist

Xcel Energy•Minneapolis, MN

1d•$26 - $36

About The Position

Perform operational activities related to customer products to ensure accurate and timely processing of work. Customer products supported by this position may include but are not limited to: energy efficiency rebates, demand management/demand response products, clean transportation / electric vehicle products, and interconnections for renewables or other distributed energy resources (DERs). Duties include managing pending work queues, work order processing and distribution, application entry and review, communications, and specialized tasks. Provide training and coordination with other Product Operations employees. Coordinate operational activities with numerous internal and external stakeholders to ensure successful implementation of programs. Utilize understanding of complex technical issues (e.g., electrical code, engineering standards) to solve problems. Identify programmatic and process improvement opportunities and recommend solutions. Establish and document workflow through lean processes. Cross-trained across states on tasks to address seasonal and other workload fluctuations. Competent in many different product offerings and able to perform tasks of the highest complexity.

Requirements

Bachelors degree or equivalent experience is required.
Demonstrated job performance and good verbal and written skills required.
Ability to comprehend technical aspects of products is required.
Knowledge of Microsoft Office applications (Excel, Word, Outlook, Salesforce) is required.
Must be customer focused, self-motivated, results- and team-oriented, flexible and able to work on many different tasks.

Nice To Haves

Experience working in customer service or operations related field preferred.
Knowledge of Xcel Energy processes and systems is preferred.
10-key typing ability is preferred.

Responsibilities

Process applications and for customer products on a timely basis including review and entry of into systems of record for all customer segments.
Utilize critical thinking, analysis, and technical understanding to assure that all information is complete and accurate.
Perform peer reviews for quality control purposes.
Provide training and oversight of others’ work.
Provide back up support for many products during periods of high activity to ensure timely processing of work.
Identify issues and implement corrective actions.
Respond to escalated customer inquiries and settle complex customer disputes regarding program participation, work status, bill adjustments and/or property damage related to Xcel Energy’s programs.
Coordinate resolution with the customer and other stakeholders such as third-party contractors.
Provide support for operational activities such as , vendor training, invoice management, inventory management, maintenance support, and technology development.
Coordinate closely with Product Operations leadership and product managers to complete on a timely basis.
Identify and recommend process and system changes to improve the operations and customer service for the products team supports.
Lead implementation of the changes. (by developing training materials for other team members focused around products/services offered.
Partner with Product Operations Leadership to identify topics for training sessions
Support other internal teams as necessary for escalated issues (e.g., bill corrections, control days for demand response, expedited engineering and metering requests).
Communicate with internal departments on escalated issues and requests.
Perform other duties as assigned, including special projects.