Customer Operations Spclst-Field / Sr Customer Operations Spclst-Field

This is a multi-level posting. Candidates may be considered for any of the posted levels, depending on their level of experience and depth of expertise.

Customer Operations Spclst-Field:
The customer operations specialist serves as a subject matter expert providing insight into meter reading, meter utility work, and customer service policies, procedures, systems, and programs. The position serves as a primary frontline resource providing support to the supervisor and guidance and work direction when the supervisor is out of the office. The position provides research for complex situations and works on special projects as assigned. Knowledgeable of compliance and standards for environmental, electric and gas per company and regulatory for customer and employee safety. Assists field employees by providing technical support and troubleshooting for vehicle issues, meter reading and meter utility equipment. Executes a work plan and adjusts meter reading routes and meter utility schedules based on staffing levels and workload. Completes meter reading processes at beginning and end of day, ensuring field orders are completed. Operates the field collection system. Order materials, equipment, tools, and office supplies.

Sr Customer Operations Spclst-Field:
The senior customer operations specialist serves as a subject matter expert providing advanced insight into meter reading, meter utility work, compliance and customer service policies, procedures, systems, and programs. The position serves as a primary frontline resource providing support to the supervisor and supervisory coverage when the supervisor is out of the office. The position provides research for complex situations and works on special projects as assigned. Knowledgeable of compliance and standards for environmental, electric and gas per company and regulatory for customer and employee safety. Assists field employees by providing technical support and troubleshooting for vehicle issues, meter reading and meter utility equipment. Executes a work plan and adjusts meter reading routes and meter utility schedules based on staffing levels and workload. Completes meter reading processes at beginning and end of day, ensuring field orders are completed. Operates the field collection system. Order materials, equipment, tools, and office supplies.

Customer Operations Spclst-Field:
• Associate degree in business or related field or equivalent work experience. (Typically, three years of related, progressive work experience would be needed for candidates applying for this position who do not possess an associate degree.)
• Minimum of two years of related experience in customer service or operations or equivalent work experience.
• Excellent customer service skills.
• Demonstrates ability to analyze trends in data and make recommendations for improvements Effective communication skills, written and verbal to convey information accurately, understandably and to actively seek feedback.
• Ability to communicate well under pressure during periods where conflict involves an employee or customer. Knowledge of customer service system, Microsoft Office (Word, Excel, Outlook, etc.)
• Knowledge of meter reading/utility person software/hardware.
• Ability to prioritize and handle multiple tasks and projects concurrently. Knowledge of department, company and regulatory policies and procedures.
• Basic labor contract knowledge. Travel can be expected.
• Must possess a valid driver's license. This position is subject to Department of Transportation mandated drug testing, including but not limited to random drug testing.

Sr Customer Operations Spclst-Field:
• Associate degree in business or related field or equivalent work experience. (Typically, three years of related, progressive work experience would be needed for candidates applying for this position who do not possess an associate degree.)
• Minimum of four years of related experience in customer operations or equivalent work experience.
• Excellent customer service skills. Demonstrates strong ability to analyze trends in data and make recommendations for improvements.
• Strong communication skills, written and verbal to convey information accurately, understandably and to actively seek feedback.
• Ability to communicate well under pressure during periods where conflict involves an employee or customer.
• Knowledge of customer service system, Microsoft office (Word, Excel, Outlook, etc.) Knowledge of meter reading/utility person software/hardware. Knowledge of PCAD Ability to prioritize and accurately handle multiple tasks and projects concurrently.
• Knowledge of department, company and regulatory policies and procedures. Basic labor contract knowledge.
• Travel can be expected. Must possess a valid driver's license. This position is subject to Department of Transportation mandated drug testing, including but not limited to random drug testing.

All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.
Position descriptions are developed as guides for the employees of Berkshire Hathaway Energy. The management team of Berkshire Hathaway Energy reserves the right to modify job responsibilities and position requirements to meet the corporate business goals and needs.