Customer Resolution Team Specialist

Peak Performers has partnered with a US energy company to assist in their search for a Customer Resolution Team Specialist. In this contract position, you will provide 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.

Major Duties

• 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.
• Investigate, analyze, resolve, and respond to escalated complaints filed by internal and external customers, Stakeholders, Executives, state and local government officials, etc.
• 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.
  
  

What are we looking for?

• A Bachelor's degree in business or related field
• A minimum of 3 years’ experience in an applicable role
• A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required.
• Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously
• Possesses knowledge and understanding of electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
• Knowledge and understanding of customer systems within a regulated environment
• Exposure to Rhode Island regulatory requirements
• Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations of the tracking needs, and helping with root cause analysis
  
  

About This Position

• Rate: $23.66- $33.12/hour
• Days/ Hours: Monday-Friday
• Contract Length: 12 months
• Hybrid in Cumberland, RI (2 days onsite)
  
  

The Peak Performers difference

• Excellent medical health, dental & vision insurance at 60 days
• Our employees may choose to participate in a 403(b) retirement plan
• Qualified applicants with chronic medical conditions and/or disabilities receive priority placement
• We pay weekly through direct deposit
• In business since 1994 and thousands of job placements
  
  

All employment offers are contingent on the successful completion of a pre-employment criminal background check, in compliance with all applicable federal and state laws.

Applicants for employment with Peak Performers must possess work authorization that does not require sponsorship for a visa now or in the future.

Peak Performers is an equal opportunity employer and will consider all applicants without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. Peak Performers does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services.

Hv809619228