Meters Specialist

Meter Specialist

Meter Specialists act as the frontline support function of the Billing & Account Management teams as well as client corporate or regional contacts. Meter Specialists work to resolve low-level concerns as they relate to submetering and the Meters department. These issues include, but are not limited to, questions surrounding Invoice, WO, Scheduling and Estimate questions, along with some basic product troubleshooting steps.

Responsibilities:

• Accept Zen Desk tickets in a First-in-First-out method (FIFO)
• Offer cause and effect explanations to clients for concerns that they have
• Answer any Invoicing questions or WO status questions from Net Suite
• Provide Self-help documentation for Properties to troubleshoot their own issues
• Troubleshoot high/low consumption issues
• Troubleshoot DC/Repeater issues
• Provide DIY install support and documentation
• Provide feedback on knowledge documents to improve clarity and speed resolution
• Provide feedback on repeating trends that could be automated or escalated to product and technology teams
• Following up with Conservice team members to ensure that solutions are found
• Organizing workload by filtering previously accepted tickets based on priority
• Organize and track information to effectively prioritize work
• Resolve or delegate client issues to relevant teams within 4 hours
• Follow-up with other teams to ensure that solutions are being found
• Other duties as assigned by leadership

Qualifications:

• Ability to prioritize important and urgent work to meet deadlines
• Able to solve a range of repeating issues
• Able to independently analyze and reason to make unaided decisions
• Desire to develop technical and or Account skills for progression
• Talent to stay positive and productive under pressure

Education & Experience:

• Client facing role
• Exposure to CRM technology solutions