Customer Experience Operations Specialist I

Summit Utilities, Inc.; Fort Smith (AR); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Flexible work hours

Job summary

Summit Utilities, Inc. is hiring a Customer Experience Operations Specialist I for a hybrid position in Arkansas or Oklahoma. The role focuses on ensuring customer-facing systems operate efficiently, partnering with IT and Operations to improve service levels and resolve escalated complaints.

The ideal candidate has strong problem-solving, analytical, and communication skills, with 1–3 years of related experience. Summit offers competitive pay and comprehensive benefits to support work-life balance.

Qualifications

• 1–3 years of experience in customer service, operations, or a related support function.
• Working knowledge of customer service systems and processes.

Responsibilities

• Use data analytics to identify process improvements.
• Investigate and resolve elevated customer complaints.
• Maintain system documentation and configuration records.

Skills

Attention to detail

Organizational skills

Analytical skills

Problem-solving

Communication skills

Ability to manage multiple tasks

Proficiency in Microsoft Office

Education

High School diploma or GED

Job description

We are currently looking to fill a hybrid role for a Customer Experience Operations Specialist I, and this position is open to candidates based in Arkansas or Oklahoma

POSITION SUMMARY

The Customer Service Operations Specialist is responsible for ensuring customer-facing systems, including the Customer Information System (CIS), customer web portal, and IVR, are properly configured, efficient, and support accurate billing and customer service. The role partners with IT, Operations, and Customer Experience teams to resolve issues, support system enhancements, and drive operational improvements in a fast-paced environment.

PRIMARY DUTIES AND RESPONSIBILITIES

• Use data analytics and operational metrics to identify process improvements impacting service levels and customer experience.
• Investigate and resolve elevated customer complaints, including regulatory and executive-level inquiries.
• Maintain system documentation and configuration records.
• Collaborate with Product and IT teams to support system maintenance, incident resolution, and testing.
• Provide business support for customer service applications and manage issue escalations.

EDUCATION AND WORK EXPERIENCE

• High School diploma or GED.
• 1–3 years of experience in customer service, operations, or a related support function.

KNOWLEDGE, SKILLS, ABILITIES

• Strong attention to detail and organizational skills supporting accurate system configuration and documentation.
• Ability to analyze operational data and metrics to identify issues and improvement opportunities affecting service and customer experience.
• Working knowledge of customer service systems and processes, with the ability to support system changes and participate in testing activities.
• Solid problem‑solving skills with the ability to investigate issues and follow them through to resolution.
• Effective communicator who collaborates well with Customer Service, Operations, IT, and Product teams.
• Ability to influence outcomes through clear communication and reliability, without direct authority.
• Proven ability to manage multiple tasks and priorities in a fast‑paced environment.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook, with the ability to learn new systems quickly. Experience working with customer-facing systems or operational applications (e.g., CIS, IVR, web portals).
• Exposure to system changes, enhancements, or testing activities preferred.
• Utility industry experience preferred.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice, and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.