Specialist - Electric Operations - ECAT/ CRMS - Training and Communications

Overview

Electric Customer Advocacy/CRMS department is seeking to hire a dynamic and a highly motivated management professional to be part of the team. This role will support CRMS and customer experience training and communications as required, as well as assist and/or perform activities related to the development, review, maintenance, and distribution of CRMS policies/procedures, quality assurance efforts, and customer performance metrics in Electric Operations. The successful candidate will continuously seek opportunities for improvement in supporting our internal and external customers by identifying and executing process improvements as well as enhancements and efficiencies gained by technology and automation. The successful candidate must be able to demonstrate a strong commitment to excellence, understand the vital importance of personal accountability and possess a proactive and service-oriented work ethic with experience in managing multiple tasks, changing priorities, and meeting commitments on deliverables. Must possess strong written and verbal communications skills and demonstrate high energy level, promote a positive work ethic and customer service mentality in support of our corporate values and mission.

Responsibilities

• Act as the primary liaison for customer teams, coordinating issue intake, escalation, and resolution across internal work groups.
• Serve as a liaison Product Owner supporting customer facing systems and CRMS tools, ensuring alignment between business needs and system functionality.
• Maintain customer inquiry and escalation records and conduct detailed case chronologies and root cause analysis to support timely resolution as applicable.
• Partner with internal work groups to facilitate resolution of customer inquiries, complaints, and escalations.
• Assist with identifying or soliciting CRMS system enhancements and process improvements that improve customer experience and operational efficiency.
• Develop and deliver application training, process documentation, and communications related to new functionality and system updates.
• Analyze customer experience trends to identify training needs, user experience gaps, and improvement opportunities.
• Provide functional support for CRMS applications and respond to support requests as needed.
• Participate in quality assurance activities to ensure accuracy, consistency, and effectiveness of content, processes, and system outputs.
• Support rotating emergency duty schedules and System Emergency Assignments, including municipal liaison coordination and CRMS support.

Qualifications

• Bachelor's Degree and at least 2 years of related experience. or
• Associate's Degree and at least 4 years of related experience. or
• High School Diploma/GED and at least 5 years of related experience.

• Bachelor's Degree in Business, Communications, or IT and at least 2 years of related experience.

• Act as a liaison between business users, customer teams, and technical or operational groups, required.
• Customer advocate mindset to assess trends and drive effective issue resolution, while identifying root causes and influencing continuous improvement, required.
• Experience developing and delivering training, presentations, and written communications, required.
• Proficiency in Microsoft Office 365, including Word, Outlook, PowerPoint, Excel, and OneDrive, required.
• Ability to develop and deliver presentation material to various audiences, required.
• Ability to work in a fast paced, dynamic environment with shifting priorities, required.
• Strong time management skills with the ability to manage multiple priorities and deadlines, required.
• Working knowledge of customer facing systems and CRMS platform, preferred.
• Ability to document case chronologies, perform root cause analysis, and support corrective actions, preferred.
• Experience with Electric Operations applications and reporting tools such as CRMS, WMS, NMS, Obvient, Tableau, and Power BI, preferred.

• Well organized, detail oriented and flexible to handle multiple assignments
• Effective leadership skills
• Demonstrated problem solving skills
• Demonstrated analytical skills
• Strong written and verbal communication skills
• Assumes personal responsibility for actions
• Demonstrates excellent judgment and decision making skills
• Performs work independently with minimal supervision
• Demonstrates a high commitment to quality
• Effective interpersonal skills

• Driver's License Required

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Possess manual dexterity and the ability to use hands for the duration of the workday
• Ability to stoop, bend, reach, and kneel throughout the workday
• Stand to use/operate office equipment for the duration of the workday

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.