Client Services Operations Rep
RemoteUnited States
Job Summary
Initiate and process customer journey on-boarding communications, handling enrollment rejects, early move outs, turn downs, and permit holds. Process customer-initiated contract site amendment requests via the Online Account Management Portal and counsel stakeholders on market transactions, permit issues, and service establishment or deletion. Utilize systems including SAP, CCS, Siebel, ESG, and OAM to research accounts, record interactions in issue tracking repositories, and provide feedback to streamline departmental procedures. Maintain a thorough understanding of the end-to-end customer lifecycle and deregulated market rules to deliver prompt, professional issue resolution. Fully remote work with some overtime required as workload dictates.
Required Qualifications
- Excellent oral and written communication skills, including an ability to effectively present to internal and external stakeholders
- Excellent problem-solving skills and the ability to use good judgment to make independent decisions based on current business practices
- Superior customer service skills
- Excellent PC skills required with intermediate level Excel skills in order to independently create and analyze spreadsheets
- Intermediate math skills and analytical ability
- Courteous, patient, energetic and an enthusiastic personality with professional demeanor
- Organized with attention to detail
- Ability to work independently and comfortable in making rational and reasoned decisions that impact the client experience and financial outcomes
- Ability to multi-task and work well under pressure, remaining focused and calm in the face of distractions and effectively adapt to new or changing situations
- Thorough knowledge of deregulated Market rules and internal business processes required to support the customer portfolio
- Some overtime required as workload dictates / resource constraints arise
Desired Qualifications
- Customer Care or Operational skills experience a plus
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