Customer Service Specialist- #26-21652

Creative Solutions Services, LLC; Charlotte (NC); On-site; USD 55,000 - 80,000; Full time

Job summary

US Tech Solutions is seeking a program/operations analyst to support the management and operation of client products, programs and services in Charlotte, NC. The role involves coordinating events, presenting information, and driving performance improvements.

Candidates should have strong interpersonal skills, experience with MS Office tools, and the ability to analyze data to develop actionable recommendations while working with internal and external stakeholders.

Qualifications

• High school diploma or equivalent required.
• Strong customer service and communication skills.
• Experience with MS Office and Power BI preferred.
• Ability to analyze market and financial data.
• Experience in utility regulatory environment is a plus.

Responsibilities

• Develop, manage and maintain program documentation.
• Validate and process invoices.
• Lead or assist with customer escalations.
• Deliver presentations to audiences.
• Coordinate events and activities with stakeholders.
• Provide input to product/program/service plans and improvements.
• Analyze information to prepare findings and actionable recommendations.
• Coordinate training for internal and external stakeholders.
• Interface with stakeholders to report customer satisfaction results.
• Administer contract terms and track compliance.

Skills

Interpersonal skills

Presentation skills

Communication skills

Team collaboration

Analytical thinking

Microsoft Excel

Power BI

MS PowerPoint

Education

High School diploma

Tools

Salesforce

SAP

Maximo

Microsoft Copilot

Job description

Duration: 12 Months

Job Description

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

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.
• Provide draft accrual submissions
• Contribute information & 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 & 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.

Desired Qualifications

• Business operation experience
• 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 to Client
• Experience working in utility regulatory environment
• Comprehensive financial and business acumen
• Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development
• Proficient in Microsoft Office software tools including Microsoft Teams, Excel, PowerPoint, Power BI
• Proven project management skills.
• Demonstrated ability to learn new systems.
• Experience successfully working in a team environment to achieve shared goals.
• Proficiency in Salesforce, SAP, Maximo and Microsoft Co-Pilot is highly desirable

Experience

• 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

Skillsets

• Customer Service

Education

• High School

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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