What are the responsibilities and job description for the Smart Meter-IT Technical Specialist III position at Axelon Services Corporation?
RTU Scheduler
Akron, OH
24 Months
Role Summary :
The RTU scheduler reviews and resolves all meter installation vendor incomplete installs (RTU).
Responsibilities :
Serves as the triage point of contact for uninstalled accounts returned to FirstEnergy from the meter installation vendor.
Reviews reason(s) for each RTU and follow the established SMIP RTU resolution process to initiate next course of action, including contacting customer to resolve reason why a smart meter was not installed.
Work in collaboration with Meter Deployment Lead and Customer Engagement Coordinator to resolve instances where customers do not want a smart meter (e.g. customer disputes RTU).
Generate meter exchange work orders and coordinate with Meter Services if necessary to make appointments for smart meter installs executed by FirstEnergy personnel.
Responsible for monitoring the status of each RTU to ensure appropriate actions are being taken to resolve the issue.
Compile and track RTU trends and bring emerging issues to Deployment leadership s attention and coordinate RTU process improvements.
Experience :
BA / BS degree preferred or 7-10 years of work experience leading customer care activities. The minimum years of experience may be reduced for a candidate who has previously and continuously demonstrated highly effective performance.
Skills :
Ability to demonstrate a questioning attitude toward established work processes and procedures
Sound leadership and mentoring capabilities
Ability to deliver quality, accurate work within established deadlines
Direct customer contact experience
Knowledge of work order generation process a plus
Advanced skills in Microsoft Excel and / or Access. Proficiency in Microsoft Word and PowerPoint
Proficiency in SAP / CRM system
Excellent customer contact skills
