Customer Service Specialist

Bartech Staffing; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Impellam Group is seeking a Program Operations Analyst to assist with managing products, programs, and services. The role emphasizes performance metrics, stakeholder coordination, and data-driven improvements across multiple programs.

The candidate should bring strong operations experience, the ability to analyze financial and market data, and produce actionable recommendations. Expect collaboration with internal teams and occasional site visits.

Qualifications

• Experience in business operations and utility regulatory environment.
• Demonstrated ability to learn new systems.
• Experience working in a team environment to achieve shared goals.

Responsibilities

• Develop, manage and maintain program documentation of performance.
• Validate and process invoices.
• Lead or assist with managing customer escalations.
• Coordinate events and activities with stakeholders.
• Deliver presentations to various audiences.
• Analyze information to prepare findings and recommendations.
• Coordinate training for stakeholders.
• Interface with stakeholders to report customer satisfaction results.
• Develop stakeholder relationships to support program plans.
• Recommend improvements to reduce acquisition costs and improve responses.
• Coordinate follow-up on program leads.
• Provide input to product/program/service teams for improvements.
• Monitor issues impacting programs and formulate corrective actions.

Skills

Interpersonal skills

Leadership

Analytics

MS Office

Power BI

Presentation skills

Communication

Teamwork

Education

Bachelor's degree in business or related field

Tools

Salesforce

SAP

Maximo

Microsoft Co-Pilot

Excel

PowerPoint

Power BI

Job description

This position is responsible for assisting with the management and operation of products, programs and services. This position will accurately manage performance indicators, coordinate program events, present information and complete assigned tasks supporting the successful operation of products, programs and services.

Key responsibilities

• Develop, manage and maintain program documentation of performance.
• Validate and process invoices.
• Lead or assist with managing customer escalations.
• Assist with requesting and obtaining permissions and authorizations (systems, buildings credentials).
• Work with internal and external stakeholders to coordinate events and activities.
• Deliver presentations to various audiences.
• Analyze information to prepare a summary of findings that lead to actionable improvement recommendations.
• Coordinate training for internal and external stakeholders.
• Conduct quality assurance checks and ride alongs with field staff to ensure expected results.
• Administer contract terms and track compliance.
• Listen to call recordings to ensure compliance with customer interaction.
• Interface with stakeholders to obtain and report customer satisfaction results.
• Contribute information and ideas for product/program/service plans designed to deliver expected financial results within budget guidelines.
• Develop stakeholder relationships (vendor, market insights, campaign management, Finance, regulatory, Program Performance) that support program plans and performance initiatives.
• Recommend improvements or tests which improve customer response rates and lower acquisition costs.
• Coordinate and track proper follow up on program leads.
• Provide input to product/program/services support teams for operational improvements.
• Understand and monitor issues impacting assigned programs including items like financial challenges, regulatory constraints, code and standard modifications, technology and environmental standards which impact offerings. Formulate recommendations to address negative impacts and deliver a compelling case for the proposed modifications.
• Evaluate program outreach/engagement strategies and results to develop future research improvement initiatives.

Requirements - education & experience

• Business operation experience
• Experience working in utility regulatory environment
• Comprehensive financial and business acumen
• Demonstrated ability to learn new systems
• Experience successfully working in a team environment to achieve shared goals

Required skills

• Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills
• Excellent leadership skills and good facilitation skills at all levels, both internally and externally
• Analytics capability and proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans
• Proficient in Microsoft Office software tools including Microsoft Teams, Excel, PowerPoint, Power BI

Nice-to-have / preferred skills

• Proficiency in Salesforce, SAP, Maximo and Microsoft Co-Pilot
• Normal office environment with some travel, including overnight travel and site visits
• Long periods of sitting and extended use of computer and telephone/cell phone or other PDA device
• Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm
  

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting [e-mail] or fill out this form to request accommodations.