This Position Description presents illustrative work activities usually encountered by personnel filling this position. It is not meant to list all possible work activities in all possible work conditions. It is also not meant to define specific limits on work activities that may be performed by any person holding this position. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. Position descriptions may occasionally be changed to allow the RMLD to better meet the needs of the ratepayers, reflect applicable laws and regulations or otherwise implement Commission policies. All non-bargaining unit RMLD workers are employees at will.
JOB SUMMARY:
The Customer Support Specialist is responsible for providing day-to-day support to RMLD customers and other departments, both clerical and administrative, as well as identifying and resolving customer inquiries and concerns.
This position is in a fast-paced environment and requires organizational skills, a professional demeanor, ability to multi-task and prioritize, attention to detail, and the ability to communicate information appropriately and sometimes under difficult situations.
ILLUSTRATIVE WORK ACTIVITIES:
Initial job activities typically include:
MINIMUM QUALIFICATIONS
Basic Requirements:
Bachelors Degree in Business Administration or equivalent bachelors degree focus as determined by RMLD.
Experience:
Minimum of two years of utility-related or relevant experience in performing clerical duties and handling customer service situations such as cashiering, applications, reception, credit, customer representation with special emphasis placed on successfully handling difficult customer situations involving complex issues that must be resolved with specific deadlines.
Knowledge, Skills and Abilities:
Excellent command of the English language with strong writing and typing ability. Ability to communicate effectively in writing, verbally and in person under occasionally stressful situations. Strong interpersonal organizational and prioritizing skills. Demonstrated ability to follow-up on a timely basis until customer problem is resolved and customer is satisfied. Emphasis will be placed on demonstrated ability to follow-up and resolve customer problems. Must be able to maintain a positive, empathetic, and professional attitude toward customers at all times.
Good aptitude for figures, strong organizational skills, excellent customer service skills. Good working knowledge of Microsoft Office including SharePoint.
Judgement and Initiative:
Ability to use judgement to access internal and external resources needed to resolve customer problems. Ability to take the initiative to identify the problem, troubleshoot the solution, communicate with the customer and follow-up until resolution is achieved. Strong use of listening skills, tact, diplomacy, and confidentiality is essential. Ability to work under deadline pressure and under stressful circumstances is required. Ability to persevere until matter is resolved to customers satisfaction.
Ability to take any necessary action required to meet and satisfy customer needs working within the parameters established by the RMLD and outside governing authorities. Must communicate effectively under stressful and time sensitive conditions both verbally and in writing. Demonstrated ability to establish own work plans and priorities.
Manual Skills:
Ability to operate communication equipment, customer databases, all other business equipment and to retrieve necessary customer data via computer database.
Ability to perform slight to moderate physical activity (i.e. carrying supplies, lifting, bending, etc.). Ability to travel inside RMLD service territory to customer locations in the field.
Supervisory:
None.
License:
Drivers License valid in MA is required.
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