Customer Resolution Team Specialist

Job Description: Job Summary

Reporting to the Lead Supervisor of the Contact Center, the Customer Resolution Specialist oversees stakeholder and executive relationships by providing responses to escalated customer complaints and other issues sent to the Regulators and Executives. The Specialist will ensure the department maximizes tracking, performance, and responses associated with complaints to lower the risk for customer dissatisfaction and reputational impact in Rhode Island. The Specialist will aid in proactive communications to key stakeholders internally and externally. This role is expected to provide organized tracking expertise as well as build internal and external relationships to deliver on process and performance improvements.



Job Responsibilities

Create, manage, and maintain complaints reporting to both internal stakeholders and regulatory agencies.

Deliver user-friendly reporting solutions that will drive accuracy and standardization.

Maintain a process of proactive communication to customers and internal stakeholders on receipt of complaint, expected response time, and final resolution as required.

Provide analysis on root cause issues, support initiatives and process improvements.

Assist in creating and building Standard Operating Procedures and training plan to ensure sustainability and control compliance.

Support and attend regulatory discussions as required.

Develop and maintain relationships with internal stakeholders and RI regulatory external stakeholders.

Investigate, analyze, resolve, and respond to escalated complaints filed by internal and external customers, Stakeholders, Executives, state and local government officials, commissions, regulators, elected officials, Media, Small Claims and Better Business Bureau.

Promote and implement procedural best practice through structured quality assurance within the team to ensure all working practices are compliant with Client policies and regulatory requirements.

Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.



Education/Experience

A Bachelor's degree in business or related field

A minimum of 3 years experience in an applicable role

A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required.

Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously

Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.



Preferred Qualifications

Possesses knowledge and understanding of electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively

Knowledge and understanding of customer systems within a regulated environment

Exposure to Rhode Island regulatory requirements



Capability Requirements

Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not clear, and can accurately predict how someone may respond

Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations of the tracking needs, and helping with root cause analysis