Business Account Specialist II

Description

• This role is hybrid in the Johnston, RI Office (1301 Atwood Avenue, Johnston, RI)
• Experience with Outlook and Excel required

Job Purpose and Description

To be the primary point of accountability for the handling of external customer requests for electric service, ensuring customer satisfaction is achieved through the completion of work and resolution of any issues during the transactional service fulfillment lifecycle.

Key Accountabilities

Responsibilities (including but not limited to):

• Act as the primary point of contact for customers to provide support, resolve issues, and ensure customers’ electric service orders are communicated and delivered against service level agreements.
• Perform, validate, or process non-utility billing/CIAC (Cost in Advance of Construction) per applicable tariffs and policy for electric Service projects.
• Complete the design and cost estimates for simple electric service work so that dependencies and construction work can be completed.
• Process electric service request contracts or agreements so that customers can have service construction work completed.
• Work with other business stakeholders to support the fulfillment of customers’ requests for electric service.

Additional Responsibilities

Representatives are expected to deliver on the key accountabilities list above as well as those listed below:

• Perform prescribed accountabilities for complex residential, commercial or industrial related requests for electric service so that service construction work can be completed.
• Develop and maintain effective relationships with other business units in order to share best practice in customer/operations support and understand and challenge business decisions.
• Promote and implement procedural best practices for customer request support in order to ensure all working practices are compliant with National Grid policies and regulatory requirements.
• Review customer issues and highlight relevant information in order to enable analysis of key themes and trends.
• As directed, provide team lead support to facilitate concepts, processes, improvements, and best practices in support of the Customer Fulfillment team and customer satisfaction.
• Support team outcomes including cross-training on other team responsibilities, assist or lead analysis or reporting, lead process improvements, represent team in cross-functional meetings.

Qualifications

• Bachelor’s degree required
• 5 years of experience with Bachelor’s degree
• High School education; 9 years of experience in a customer-facing electric or gas role, design, or construction role, or 7 years of customer service
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns.
• Possesses solid understanding of RI Energy’s electric or gas business, policies from a residential or commercial perspective.
• Adept at software necessary for data entry.