Customer Experience Operations Specialist I

About the role

The Customer Experience Operations Specialist I plays a crucial role in ensuring that customer-facing systems, such as the Customer Information System (CIS), customer web portal, and Interactive Voice Response (IVR), are properly configured, efficient, and support accurate billing and customer service. This role requires collaboration with IT, Operations, and Customer Experience teams to resolve issues, support system enhancements, and drive operational improvements in a dynamic environment.

Responsibilities

• Use data analytics and operational metrics to identify process improvements impacting service levels and customer experience.
• Investigate and resolve elevated customer complaints, including regulatory and executive-level inquiries.
• Maintain system documentation and configuration records.
• Collaborate with Product and IT teams to support system maintenance, incident resolution, and testing.
• Provide business support for customer service applications and manage issue escalations.

Requirements

• A high school diploma or equivalent.
• 1–3 years of experience in customer service, operations, or a related support function.

Qualifications

• Strong attention to detail and organizational skills supporting accurate system configuration and documentation.
• Ability to analyze operational data and metrics to identify issues and improvement opportunities affecting service and customer experience.
• Working knowledge of customer service systems and processes, with the ability to support system changes and participate in testing activities.
• Solid problem-solving skills with the ability to investigate issues and follow them through to resolution.
• Effective communicator who collaborates well with Customer Service, Operations, IT, and Product teams.
• Ability to influence outcomes through clear communication and reliability, without direct authority.
• Proven ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook, with the ability to learn new systems quickly.
• Experience working with customer-facing systems or operational applications (e.g., CIS, IVR, web portals).
• Exposure to system changes, enhancements, or testing activities preferred.
• Utility industry experience preferred.

Benefits

We offer competitive pay and comprehensive benefits that provide flexibility, choice, and support to our employees when they need it most. Our benefits package includes medical, dental, vision, and other offerings designed to support you both at work and at home.

Pay

Competitive compensation package is offered based on experience and qualifications.

Schedule

This is a hybrid role, with a mix of remote and in-office work.

Skills

• Strong attention to detail and organizational skills.
• Ability to analyze operational data and metrics.
• Working knowledge of customer service systems and processes.
• Solid problem-solving skills.
• Effective communication skills.
• Ability to influence outcomes through clear communication and reliability.
• Proven ability to manage multiple tasks and priorities.
• Proficiency in Microsoft Office applications.
• Experience with customer-facing systems or operational applications.

Benefits

We offer a range of benefits including medical, dental, vision, and more, designed to support you both at work and at home.

Pay

Competitive compensation package is offered based on experience and qualifications.

Schedule

This is a hybrid role, with a mix of remote and in-office work.

Equal Opportunity Employer

Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.