Customer Service Specialist II

Customer Service Specialist II

The ideal candidate will support the street light repair process by creating and managing work requests, rescheduling work, updating comments, and monitoring work queues and shared mailboxes while delivering exceptional customer service. This role is responsible for analyzing pending and future-dated work requests, taking appropriate action, and ensuring timely dispatch to field resources. In addition, this position provides technical, analytical, and work management support for Delivery Operations.

Working within established processes and standards, the incumbent exercises independent judgment and initiative to complete assigned tasks, resolve issues, and support operational objectives. The successful candidate will maintain ownership of the customer experience by providing proactive communication and ensuring customers receive timely updates and positive interactions throughout the lifecycle of their request. Strong verbal and written communication skills are required, along with proficiency in Microsoft Excel, Outlook, and Teams for data analysis, communication, collaboration, and work management activities.

The ideal candidate must be a quick learner who can rapidly adapt to new systems, processes, and technologies in a fast-paced environment. For the first 4-6 weeks, the selected candidate will be required to work in the office five days per week to complete hands-on training, job shadowing, and knowledge transfer activities with team members. Upon successful completion of training, the position will transition to a hybrid schedule of 2-3 days per week in the office.

This position is accountable for delivering accurate and timely work results that support safety, reliability, storm restoration, cost management, and customer satisfaction while maintaining a high level of service excellence.