What are the responsibilities and job description for the Operations Support Specialist position at iMPact Business Group?
Our Client, a Public Utility that provides natural gas and electricity to the majority of Michigan's 10 million residents is seeking a talented and self-driven individual for needs serving in the role of Operations Support Specialist.
Hours and travel :
Meet travel requirements of the position (up to 10% of time while driving a company or personal EV). Travel outside of the lower peninsula of Michigan is not common.
DUTIES :
The candidate will take ownership of company and product goals, possess strong attention to detail, and work well on a small and dynamic team in an industry that is rapidly evolving. Technical knowledge of electric vehicles and customer obstacles relating to electric vehicles is not required but is expected to be gained quickly while in the role.
Program support, understanding all facets of current electric vehicle program for customers, including electric utility rates, rebates, and regulatory expectations
Be able to communicate program details to customers accurately and professionally
Track rebate applications from intake and assessment to construction to rebate disbursement
Understand product profile, strategy, and plan, and how day to day work supports these artifacts
Handle internal and external customer inquiries regarding EV programs including time of use electric rate plans, eligibility, and participation requirements
Process customer rebate applications, facilitate rebate approval and payment
Perform data entry / consolidation to provide clear and accurate programmatic data tracking, and related reporting and metrics to senior team and department leadership
Assist in the optimization through automation of customer enrollment and documentation process flows
Actively participate in problem solving and developing solutions to complex problems related to EV programs and the EV customer journey
Support miscellaneous special EV assignments
Must be self-directed, efficient at multitasking, detail oriented, and able to meet deadlines
Team support Ensure the Residential and Commercial EV team meets its product plan by proactively identifying areas of process improvement and opportunities even if not in immediate area of responsibility
Share best practices across team to accelerate learning
SKILLS :
Experience with data analytics
Excellent communication and time-management skills
Organized and detail-oriented with a focus on customer satisfaction
Experience in electric vehicles and residential / Commercial customer-facing products
Prior Customer Service Representative (CSR) experience
Subject matter expertise using Power Clerk
Experience with website reviews for customer comprehension and program engagement
Experience with Advance Metering Infrastructure (AMI) data and Time of Use (TOU) rates
Experience with review of marketing materials
Experience working in a regulated utility or industry and within a highly regulated utility team
Exceptional organizational skills, with a proven track record of successfully multitasking and prioritizing workload
Strong oral and written communication and critical thinking skills
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