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Customer Fulfillment Representative III-US
Ref No.: 18-00300
Location: Hicksville, New York
Job Title: Customer Fulfillment Representative
Location: Hicksville, NY
Duration: 1 year and above

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
  • 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 department
  • Decision making process and improvement initiatives.
Additional Accountabilities
  • 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 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.
  • Typically requires another 2 years (minimum of 5 totals) 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.