Complaint Resolution Specialist (Utility)

nTech Workforce; Philadelphia (Philadelphia County); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Disability insurance

Job summary

Join a vital team at a leading utility company as a Junior Business Analyst / Case Writer. This is a hybrid position with tasks focused on addressing Public Utility Commission complaints, utilizing strong analytical and communication skills to craft concise reports. Engage with various departments and customers to ensure efficient resolution of issues in a dynamic environment.

Qualifications

• Minimum of two years in customer service with direct interaction.
• Ability to write clear and concise reports.
• Experience investigating issues and deducing solutions.

Responsibilities

• Investigate Public Utility Commission complaint cases.
• Draft reports for regulatory bodies.
• Communicate with customers to resolve complaints.

Skills

Analytical skills

Problem-solving

Written communication

Customer service

Job description

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Division Manager, Talent Acquisition at nTech Workforce

Terms of Employment:

• W2 Contract, 12 Months (Likely Extension)
• This is a hybrid position. Candidates must be comfortable working onsite in Center City, Philadelphia on Tuesdays, Wednesdays, and Thursdays – and remotely on Mondays and Fridays.

Overview:

Join a vital team at a leading utility company as a Junior Business Analyst / Case Writer! We have 9 openings for individuals skilled in investigation, customer service, and report writing. In this role, you'll be at the forefront of addressing and resolving Public Utility Commission complaints. You'll delve into customer accounts, liaise with internal departments, and craft clear, concise reports for regulatory bodies, ensuring issues are handled efficiently and compliantly. This is a fantastic opportunity to utilize your analytical and communication skills in a dynamic environment. You will…

• Investigate assigned Public Utility Commission complaint cases using the company’s customer care and billing (CC&B) system.
• Prioritize cases based on urgency (e.g., 5-day resolution for power off complaints, 30-day for power on).
• Interface with various internal departments (e.g., state billing, field leader services) to gather information and facilitate complaint resolution.
• Communicate directly with customers via phone and email regarding their complaints.
• Draft comprehensive reports in layman's terms, based on company records and actions taken, for submission to the regulatory department.

Required Qualifications:

• Minimum of two (2) years of experience in a customer service role, including direct customer interaction (phone/email).
• Strong analytical and problem-solving skills, with the ability to investigate issues and deduce solutions.
• Excellent written communication skills, with the ability to produce clear, concise reports and explain complex information simply.
• Ability to work independently and prioritize tasks effectively to meet deadlines.
• Comfortable with a significant amount of writing.
• Ability to work onsite three days a week (Tuesday-Thursday).

Preferred Qualifications:

• Experience in the utility industry, particularly electric utilities.
• Prior experience using a customer care and billing system.
• Experience in a role involving case management or regulatory correspondence.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Writing/Editing and Public Relations

• Industries

  Oil and Gas, Utilities, and Services for Renewable Energy

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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