Service Initiation Associate

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Job description

The Service Initiation Associate Candidates are expected to have strong computer systems knowledge and have the capability to work with independence. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing high-level quality customer service. Major responsibilities and specific job duties include but are not limited to the following:

Will handle in-bound customer calls and requests requiring collaboration with internal/external customers;

Respond to detailed inquiries and requests for residential and non-residential customers (Account Managers, Engineers, Power Delivery, Revenue Services, electrical contractors, inspection departments, Property Managers) related to billing, rate calculations and comparisons

Receive, interpret and act upon calls from customers supplying information regarding service requests and provide specific job-related service information from company documents and systems.

Issues and processes requests from customers such as Builders, Electricians, Plumbers, Architects and inspection agencies for gas and electric residential, commercial and industrial services.

Assigns preliminary account in customer systems for appropriate region-specific billing system and must obtain customer billing information such as street, suburb, zip code, mailing address (via street index for Ohio/Kentucky).

Interprets gas & electric policies, practices and service requirements and contacts and receives calls from internal customers concerning discrepancies in billing records and service order issues.

Determine and quote charges for inspections and other types of gas and/or electric services.

Understand the concept of load management and Time of Use options available. Interprets gas and/or electric policies, practices and service requirements and ability to explain this information in a clear and concise manner to non-residential customers.

Assist customers with Business eBill registrations and account management. Respond to email contacts from non-residential customers. Submit application information to enroll applicable customers in Summary Billing. Obtain and file letters of authorization when working with third parties.

Interpret and transcribe data for new gas and/or electric meter sets, change orders, remove orders and metering transformer equipment.

Notifies customers regarding electric wiring corrections and other service-related issues. Determines & quotes charges for inspections and other types of gas and electric services

Basic/Required Qualifications: Associate Degree OR 2-4 years of work experience using a computer in lieu of a degree

Desired Qualifications: Demonstrates proficiency in Microsoft Office suite;

Demonstrated proficiency in computer based work management systems;

Demonstrates excellent customer skills;

Possesses effective written and verbal communication and interpersonal skills;

Collaborates effectively in a team environment;

Exhibits flexibility and dependability during storm events and regular work - some overtime may be required;

Effectively manages stressful situations; Associates degree; One to three years of providing customer service support with strong analytical and problem solving abilities

Payrate: $21-24/hr