Customer Solutions Representative 2

Job Description: Pay Range: $20.22hr - $24.22hr The Customer Service Specialist is responsible for processing incoming orders, resolving customer inquiries, and ensuring accurate account and application management using SAP and other program databases. This role requires strong attention to detail, customer service excellence, and the ability to manage multiple tasks in a fast-paced environment. Responsibilities: Validate customer account information using SAP and program databases (e.g., PV, SBP, MAR). Review submitted MSA applications for completeness and accuracy, including model numbers, diagrams, and authorization forms. Identify and document deficiencies; escalate unclear or complex cases to program leads as needed. Issue service orders for approved applications and track installation status in PCI and PowerClerk systems. Respond to inquiries regarding application status, eligibility, and installation timelines. Conduct outreach to customers and contractors to resolve issues and gather missing documentation. Maintain professional and empathetic communication when handling escalations or sensitive matters. Collaborate with program managers, meter technicians, and operations teams to ensure smooth application flow and installation scheduling. Support senior specialists with administrative tasks and program-related reporting. Participate in team meetings and contribute to process improvement discussions. Use Microsoft Excel and other tools to track application statuses, service orders, and customer interactions. Generate reports and perform basic data analysis to support program performance and backlog resolution. Requirement/Must Have: Excellent organizational skills, high attention to detail, and exceptional customer service abilities. Proficiency in SAP and Microsoft Office Suite, especially Excel. Proven ability to manage high-volume clerical tasks with accuracy and efficiency. Strong communication skills and experience in customer-facing roles. Comfortable working in a dynamic, high-pressure environment with frequent changes. Should Have: Familiarity with MSA application workflows, including SBP, MAR, and PCI systems. Prior experience in customer generation, billing operations, or interconnection programs. Understanding of service order lifecycle and meter installation processes. Experience: Typically possesses three to five years of experience resolving customer issues and handling inquiries related to company programs, policies, and procedures. Demonstrated ability to tactfully resolve moderately complex issues. Experience processing incoming orders and handling customer correspondence under limited supervision. Qualification and Education: Associate s degree in Business or equivalent combination of education, training, and experience. High school diploma or equivalent required. Skills: Strong problem-solving and multitasking skills. Excellent written and verbal communication. Strong attention to detail and data accuracy.

Created: 2025-11-12