Role: Customer Service Representative
Duration: 4 Months (Extendable Contract)
Location: Tualatin, OR (Hybrid)

Key Skills: Troubleshooting remote disconnect/reconnect errors and resolving technical issues in metering and billing operations, Managing and dispatching manual reconnect work orders to field teams while coordinating efforts between departments, C2M (Customer to Meter), ARM Scheduler, Microsoft Office Suite, Teams, Data Entry,

Top 3 Must-Haves (Hard and/or Soft Skills):
1. Proficiency with computers.
2. Good written and verbal communication skills.
3. Good interpersonal skills.

Top 3 Nice-To-Haves (Hard and/or Soft Skills)
1. Coordination Experience.
2. Billing Experience.
3. Knowledge of electrical systems, metering and distribution systems.

Responsibilities:

• This role will be solely responsible for handling all our reconnections that come in.
• This includes resolving remote reconnect commands that have errored out, dispatching manual reconnect orders to the field and escalating complex reconnects to the appropriate teams.
• This role will also be responsible for clearing and executing remote disconnect commands and escalating complex disconnects to the appropriate department, as well as taking calls from our Customer Service Advisors and Field Connect Reps to answer questions and resolve issues related to credit work.
• This role will have a medium level of interaction with our team, especially while onboarding.
• Use Teams, e-mail and communicate in-person in the office to help answer questions and align on the workload for the day.

Job Description:

• This position will work with our field collections team to disconnect and reconnect customers electric with remote meters.
• This position will complete Meter Operations Coordination work.
• They will clear and dispatch customer reconnect requests, troubleshoot remote reconnect/disconnect errors, work the Meter Exchange email box making corrections to field and office errors related to metering, work CCB/MDM To Do's related to credit, meter exchanges, removals or installations, support Field Collections calls from field and CSAs, escalate and manage complex disconnects.
• Reviews data, identifies issues, and dispatches work orders to correct issues. May investigate issues under general guidance.
• Responds to outages and power quality requests.
• Coordinates, enters, monitors and closes work orders related to area(s) of specialization. Works with other departments to ensure work orders are processed.
• Follows processes and procedures and ensures accurate data entry. Recommends changes to process documentation and job aids.
• Responds to customer calls and provides information to customers regarding outages, connections, or work orders. Escalates situations as required.
• The Meter Services Coordination team oversees coordination and dispatching for the Metermen Journeymen, Service Inspectors, Energy Recovery Unit and Field Collection Reps.
• We are currently a team of 12, with 3 individuals supporting the Field Collection line of business directly.
• We currently work with a variety of computer applications to process and dispatch the work, including our billing system (C2M), scheduling system (ARM Scheduler) and Meter Communication systems (RNI / Command Center), as well as other office programs like Teams, Outlook and Cisco IP Communicator (phone system).

Education requirements:
High school diploma or equivalent Preferred Skills: 5 or more years in a utility Customer Service
5 or more years in a utility Customer Service preferred

Email your resume to: usjobs@mavensoft.com
To learn more about Mavensoft visit us online at http://www.mavensoft.com/