Customer Service Support Specialist I

The incumbent assumes primary accountability for customer relationships and satisfaction, along with detailed administrative processes required to create service notifications and orders necessary to dispatch Customer Service work and the interface and coordination of the work management, financial, or logistical information (SAP) and customer contact/billing systems - Customer Information System (CIS).

The incumbent provides resolution to customer inquiries, requests, and complaints based on knowledge of the organization, including necessary contractor interfaces. The incumbent will support the business units' responsibilities of maintaining excellent public relations and associated District operations.

In each geographic location, Support Specialists may be cross-trained to back up other business units within a geographic region, such as Customer Service.

High school diploma/GED plus two years of experience in Customer Service or operational support is required. Excellent keyboarding skills (minimum of 35 words per minute) and the ability to present oneself in a professional manner is required.

Customer Service Support Specialist Progression Program:

Level I-Entry level position where, after a minimum of 6 months on the job, Specialist is able to complete Enhanced Training Modules (as outlined in the Customer Service Support Specialist Progression Program), and complete and successfully pass a written exam at a minimum of 12 months (as outlined in the Customer Service Support Specialist Program).

Level II-At a minimum of 18 months on the job, the Specialist is eligible to complete an oral exam (as outlined in the Customer Service Support Specialist Program). Upon successfully passing the exam, the Specialist earns the Level II title and compensation.

Senior-Position dictated by business need. Specialist will have successfully achieved Level II status.

Prior Related Experience:

Experience working with customers through operational support, retail business, sales, or a utility-specific company is required. Experience in Windows-based software applications is required.

Distribution Support Specialist Progression Program - 

Level I-At a minimum of six months as a Customer Service Support Specialist II or a Customer Contact Specialist II, Specialist is eligible to obtain Distribution Support Specialist Level I status upon successful completion of on-the-job training modules and consistent demonstration of applying learned concepts and transactions (as outlined in the Distribution Support Specialist Progression Program).

Level II-At a minimum of one year at Level I, Specialist is eligible to take exam (as outlined in the Distribution Support Specialist Progression Program). Upon successfully passing the exam, Level II status will be obtained. Specialists at this level are eligible to receive additional training for duties as dictated by business need/geographic location (as outlined in the Distribution Support Specialist Program).

Prior Related Experience:

Experience working with customers through operational support, retail business, sales, or a utility-specific company is required. Experience in Windows-based software applications is required.

Not Applicable

Customer Service Support Specialist I

Interface with internal and external customers professionally and provide a high degree of customer satisfaction through knowledge-based solutions using established policies and procedures to ensure the best interest of the customer and NPPD are met.

Establish and maintain customer accounts and records, including but not limited to, determining security deposits, completing payment processes and daily financial reporting, and correct billing rate.

Investigate abnormal meter readings and determine necessary action to ensure proper billing, including estimating consumption. This includes utilizing SAP (CIS) in addition to the MDM (Meter Data Management) system to determine former consumption to aid in estimation.

Responsible for the collections process from customer delinquency through reconnection of the meter or final billing. This includes account review (ensuring payments were applied correctly, checking for payments or payment arrangements, etc.), placing deposits/additional deposits on accounts, assigning/completing disconnection of the meter for non-payment, monitoring accounts for payment, and ensuring a final bill is issued if no payment/response is received from the customer.

Act as remote agent of the Centralized Customer Contact Center by logging into the call queue daily, allowing for customer interaction and helping to maintain sufficient staffing. This includes weekend/holiday coverage in addition to regular working hours when necessary for outages and other high call volume events.

Contact large Commercial and Industrial (C&I) customers regarding past due balances and create arrangements to pay, if necessary.

Work technical reports which include, but are not limited to, Load Factor Exceptions (utilization of electric energy during a given period to the maximum energy which would have been utilized during that period had power been left on), Zero Consumption (investigating why meters are not registering consumption), and Rate Comparisons (completed rate comparisons for accounts to determine the best rate. This is done by looking at kilowatt-hour and kilowatt consumption and working with the Customer Services Leader to determine if the customer is on the right rate, would benefit from a different rate, or must be changed to another rate based on NPPD's rate schedules).