Operations Support Specialist

Our Client, a Public Utility that provides natural gas and electricity to the majority of Michigan's 10 million residents is seeking a talented and self-driven individual for needs serving in the role of Operations Support Specialist.

Hours and travel:

• Meet travel requirements of the position (up to 10% of time while driving a company or personal EV). Travel outside of the lower peninsula of Michigan is not common.

DUTIES:

The candidate will take ownership of company and product goals, possess strong attention to detail, and work well on a small and dynamic team in an industry that is rapidly evolving. Technical knowledge of electric vehicles and customer obstacles relating to electric vehicles is not required but is expected to be gained quickly while in the role. 

• Program support, understanding all facets of current electric vehicle program for customers, including electric utility rates, rebates, and regulatory expectations
• Be able to communicate program details to customers accurately and professionally
• Track rebate applications from intake and assessment to construction to rebate disbursement
• Understand product profile, strategy, and plan, and how day to day work supports these artifacts
• Handle internal and external customer inquiries regarding EV programs including time of use electric rate plans, eligibility, and participation requirements
• Process customer rebate applications, facilitate rebate approval and payment
• Perform data entry/consolidation to provide clear and accurate programmatic data tracking, and related reporting and metrics to senior team and department leadership
• Assist in the optimization through automation of customer enrollment and documentation process flows
• Actively participate in problem solving and developing solutions to complex problems related to EV programs and the EV customer journey
• Support miscellaneous special EV assignments
• Must be self-directed, efficient at multitasking, detail oriented, and able to meet deadlines
• Team support Ensure the Residential and Commercial EV team meets its product plan by proactively identifying areas of process improvement and opportunities even if not in immediate area of responsibility
• Share best practices across team to accelerate learning 

SKILLS:

• Experience with data analytics
• Excellent communication and time-management skills
• Organized and detail-oriented with a focus on customer satisfaction
• Experience in electric vehicles and residential/Commercial customer-facing products
• Prior Customer Service Representative (CSR) experience
• Subject matter expertise using Power Clerk
• Experience with website reviews for customer comprehension and program engagement
• Experience with Advance Metering Infrastructure (AMI) data and Time of Use (TOU) rates
• Experience with review of marketing materials
• Experience working in a regulated utility or industry and within a highly regulated utility team
• Exceptional organizational skills, with a proven track record of successfully multitasking and prioritizing workload
• Strong oral and written communication and critical thinking skills
• Self-directed, dependable, and motivated
• Proficient with Microsoft Office products