Customer Service/Scheduler

About the role

This is a Hybrid role - three days in the office per week. This is not a driving role.

Responsibilities

• Serve as the central point of contact for all incoming customer calls/emails.
• Address customer questions and concerns as much as possible.
• Delegate to the appropriate individual or group if unable to address the issue directly.
• Log customer calls and report out weekly.
• Assist schedulers with proactive customer contacts throughout the job scheduling process:
  • Provide clear guidance for customers on pre-job requirements, such as inspection due dates, physical work to be completed before execution, and setting up new meter accounts.
  • Schedule customer appointments and issue reminders/confirmations.
  • Maintain a log of all communications to report out weekly.
• Provide other scheduler assistance as needed:
  • Assist in creating work packets.
  • Assist in processing bundled job cards.
  • Remove job holds once verified.
  • Create IVR appointments.
  • Assist in work order closeout.
  • Schedule temporary disconnects.
  • Investigate property damage claims and schedule work if PPL liability is determined.