Sr. Production Operations Specialist - Managed Accounts

Xcel Energy • Denver, CO

6d

About The Position

This position is responsible for cross-training on rebate processing and load management programs, adjusting activities based on program seasonality and peak periods. It involves performing activities to ensure accurate and timely processing of customer rebate applications and coordinating operational activities for the successful implementation and maintenance of the load management program. The role also includes managing relationships with external vendors and suppliers, as well as internal departments, and recommending programmatic and process improvements. A key responsibility is assuring that all information is complete and accurate, and confirming the critical customer data validation process for PSPS pre-notifications.

Requirements

• High school education or equivalent.
• Three to four years experience working in customer service, technical support or related field (Xcel Energy experience preferred).
• Demonstrated job performance and good verbal and written skills required.
• Good knowledge of Xcel Energy computer-based systems is a plus and Microsoft Office applications (Excel, Outlook, Word) required.
• Must be customer focused, self-motivated, results- and team-oriented, flexible and able to work on many different tasks.

Nice To Haves

• Two year post secondary education may be preferred.
• 10-key typing ability is preferred.
• Strong analytical skills and organization skills is strongly preferred.
• Some knowledge on database systems desired.
• Detail Oriented
• Analytical
• Minimum 2 years of SalesForce experience, MS Excel experience.

Responsibilities

• Conduct detailed application review of all applications to ensure proper equipment is being rebated.
• If problems are identified, work with program and/or account managers to identify and implement corrective actions.
• Assure that all information is complete and accurate.
• Respond to customer and equipment dealer inquiries as requested.
• Take a leadership role on the more challenging role with the work order mgmt for demand management programs. This involves the distribution of work orders, switches and replacement boards to the installation contractors.
• Conduct contractor training and provide ongoing support as necessary.
• Coordinate processing of work orders and invoices for installation, maintenance and service calls of programs.
• May include settling customer disputes regarding program participation, credit adjustments or property damage related to Xcel Energy's programs. These disputes are settled directly with the customer or this position acts as a liaison between the customer and the installation contractor.
• Identify and recommend process and system changes to improve operations and customer service for the products the team supports.
• Provide supporting training and communication as needed.
• Support Load Management Specialist on load management control days. This includes communicating with call center representatives on customer issues, cancellations, faxing orders to contractors, etc.
• Perform other duties as assigned, including special projects.

Benefits

• Spot On Bonus
• Medical/Pharmacy Plan
• Dental
• Vision
• Life Insurance
• Dependent Care Reimbursement Account
• Health Care Reimbursement Account
• Health Savings Account (HSA) (if enrolled in eligible health plan)
• Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
• Transportation Reimbursement Account
• Short-term disability (STD)
• Long-term disability (LTD)
• Employee Assistance Program (EAP)
• Fitness Center Reimbursement (if enrolled in eligible health plan)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED