Customer Fulfillment Specialist in Waltham, MA

Customer Connections Representative –

To be the primary point of accountability for the handling of external customer requests for electric or gas service, ensuring customer satisfaction is achieved through the completion of work and resolution of any issues during the transactional service fulfillment lifecycle.

Responsibilities (including but not limited to):

• Act as the primary point of contact for customers to provide support, resolve issues, and ensure customers’ electric service orders are communicated and delivered against service level agreements.
• Perform, validate, or process non-utility billing/CIAC (Cost in Advance of Construction) per applicable tariffs and policy for electric Service projects.
• Complete the design and cost estimates for simple electric service work so that dependencies and construction work can be completed.
• Process electric service request contracts or agreements so that customers can have service construction work completed.
• Work with other business stakeholders to support the fulfillment of customers’ requests for electric or gas service.

Additional Responsibilities for this position:

• Perform prescribed accountabilities for complex commercial or industrial related requests for electric service so that service construction work can be completed.
• Develop and maintain effective relationships with other business units in order to share best practice in customer / operations support and understand and challenge business decisions.
• Promote and implement procedural best practices for customer request support in order to ensure all working practices are compliant with Client policies and regulatory requirements.
• Review customer issues and highlight relevant information in order to enable analysis of key themes and trends.
• As directed, provide team lead support to facilitate concepts, processes, improvements, and best practices in support of the Customer Fulfillment team and customer satisfaction.

Qualifications:

• Bachelor’s degree in business, engineering, technology, or other related discipline or equivalent work experience. Experience in utility industry is a plus.
• A minimum of 3 years of experience in a customer support role.
• Excellent phone & computer skills, ability to multi-task & think logically.
• Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using visual aids, data or information to support line of reasoning.
• Desire to work well within a team following the client motto, Here with you, Here for you!
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns.

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