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Customer Fulfillment Representative III-US
Ref No.: 18-08421
Location: Hicksville, New York
Customer Fulfillment Representative III
Hicksville, NY
1+ Year Contract


Job Purpose: Provide subject matter expertise, support, response, specialized knowledge, and insight in the electric and gas service fulfillment area of work to facilitate operational processes and activities and optimize business performance. Areas of specialism include thorough understanding of electric and gas policies, procedures, systems, processes, and tariffs.

Key Accountabilities:
Research and provide formal responses to gas and electric service related regulatory and legal complaints or requests on behalf of Customer Fulfillment per mandated timeframes to ensure adherence to relevant regulations and compliance statutes.
Facilitate and support department administrated programs or initiatives that support the business (e.g. Connects program, Gas and Electric Transactional Surveys). Promote, develop, and support engagement communications/activities with key stakeholders, trade allies, and business partners relevant to electric and gas service fulfillment to share best practice, provide technical advice and build bases of influence. On behalf of Customer Fulfillment, provide electric and gas tariff, billing, and policy interpretation support, guidance, and coaching in liaison with established tariff, policy, and regulatory application developers/committees/departments in order to develop technical understanding across the Operations group.
Work with department managers/supervisors in resolution of elevated electric and gas service fulfillment complaints/issues (external customer sponsored).
Liaison with Performance Management to collate and analyze department/team specific performance data in order to support the departments decision making process and improvement initiatives.

Additional Accountabilities for Band D: Band D employees are expected to deliver on the key accountabilities list above as well as those listed below. Evaluate operational processes and systems with consideration to efficiency and customer satisfaction in order to make recommendations and subsequently develop plans for improvements where appropriate.

Develop high level plans for operational improvement within area of specialism and champion innovation through the use of pilots, in conjunction with business partners in order to test their validity across the business and ensure value-add.
Work with business units to translate operational improvement objectives into well defined requirements with clearly defined business cases in order to support change and innovation within the electric and gas fulfillment processes of Operations Support. Knowledge & Experience Requirements:
Bachelor's degree in business, management, engineering, science, other technical discipline and/or equivalent work experience required.
Typically requires a minimum of 3 years of relevant work experience (within the energy industry preferred).
Working knowledge of relevant electric and/or gas business operations, processes, practices, standards, legislation, and tariffs along with current trends and developments in customer satisfaction.

*Additional Knowledge & Experience Requirements for Band D: Band D employees are expected to deliver on the key accountabilities list above as well as those listed below.
Typically requires another 2 years (minimum of 5 total) of relevant work experience (2 years within Operations preferred).

Good understanding of key business drivers and external commercial and regulatory environment of the electric and gas energy industry.

Expert within their field. Extensive knowledge and acumen in the electric or gas service fulfillment operations field of work or broad technical depth in both electric and gas fields.

* Capability Requirements:
Impact and Influence: Adapts approach and considers what is important to the audience by tailoring message accordingly. Uses persuasion to influence others based on facts, logic, and defined policy or tariffs. E.g. demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using data and factual information to support line of reasoning, especially when providing formal responses to key customer or regulatory issues and complaints.
Problem Resolution: Able to troubleshoot and research issues/complaints and clearly articulate resolutions that balance concerns of all stakeholders, especially the external customer.
Information Seeking: Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources e.g. conducting technical / operational analysis and research. Additional Capability Requirements for Band D: Band D employees should be evaluated against the capabilities listed below.
Impact and Influence: Adapts approach and considers what is important to the audience by tailoring message accordingly. Uses persuasion to influence others based on facts, logic, and defined policy or tariffs. E.g. demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using data and factual information to support line of reasoning, especially when providing formal responses to key customer or regulatory issues and complaints.
Problem Resolution: Able to troubleshoot and research issues/complaints and clearly articulate resolutions that balance concerns of all stakeholders, especially the external customer.
Information Seeking: Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources e.g. conducting technical / operational analysis and research.
Analytical Thinking: Links and collaborates with multiple stakeholders, able to identify likely causes or consequences and provide coordinated direction for cross functional resolution as needed for the situation.
Organizational Savvy: Identifies the key stakeholders in the organization and uses that information and the informal organizational structure to get things done within the Operational area.