Customer Resolution Specialist

Job Description

Job Description

At ALLERE GROUP , we pride ourselves in creating the perfect match for our candidates. We work tirelessly to build relationships with top companies across the nation, so we always have exciting opportunities for the right candidates. If you are excited about emerging technologies and would love to be a part of a progressive company, we want to talk to you!

Job Title : Customer Resolution Specialist

Location : Cumberland , RI

Customer Resolution Specialist oversees stakeholder and executive relationships by providing responses to escalated customer complaints and other issues sent to the Regulators and Executives. The Specialist will ensure the department maximizes tracking, performance, and responses associated with complaints to lower the risk for customer dissatisfaction and reputational impact. The Specialist will aid in proactive communications to key stakeholders internally and externally. This role is expected to provide organized tracking expertise as well as build internal and external relationships to deliver on process and performance improvements.

Job Responsibilities

• Create, manage, and maintain complaints reporting to both internal stakeholders and regulatory agencies.
• Deliver user-friendly reporting solutions that will drive accuracy and standardization.
• Maintain a process of proactive communication to customers and internal stakeholders on receipt of complaint, expected response time, and final resolution as required.
• Provide analysis on root cause issues, support initiatives and process improvements.
• Assist in creating and building Standard Operating Procedures and training plan to ensure sustainability and control compliance.
• Support and attend regulatory discussions as required.
• Promote and implement procedural best practice through structured quality assurance within the team to ensure all working practices are compliant with Rhode Island Energy policies and regulatory requirements.
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

Experience

ALLERE GROUP is committed to our community and diversity. We are a proud woman-owned business (WBENC certified) and active supporters of numerous philanthropic, volunteer, and fundraising endeavors.

ALLERE GROUP offers direct hire, contract to hire, and statement of work placements. We offer access to employer healthcare benefits, and a 401k retirement plan. Allere Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.