Customer Support Coordinator II

About the role

Looking for a role where you can make an impact behind the scenes while enjoying the flexibility of a hybrid work environment? As a Customer Support Coordinator II, you'll solve complex customer billing and account issues, analyze data, collaborate with field teams, and help deliver exceptional service to our customers. If you enjoy problem-solving, multitasking, and working independently, this could be the perfect next step in your career.

What You Will Do

• Performs standardized tasks associated with assigned billing parameters, which may include summary billing, billing exceptions, inaccurate metering, non-meter billing set-up, electronic meter reads, and contract processing.
• Analyzes and responds to moderately complex or escalated customer billing inquiries. May be required to adapt standard procedures and processes to resolve customer issues.
• Responsible for understanding and applying rate tariffs, including keeping current on rate changes and communicating with internal and external customers as necessary.
• Keeps complete and accurate documentation on customers, as appropriate, including audit trails, bills, changes in metering, contracts, and communications.
• Creates or modifies written processes as needed.
• Initiates work orders for meter readings, service requests, construction and/or customer program offerings.
• Answers customer calls and responds to inquiries. Answers outage and emergency calls.
• Mentors less-experienced staff as needed.
• May be required to adapt standard procedures and processes to resolve customer issues.
• Engages in other duties as needed that support Alliant Energy's Values and helps deliver on our Purpose to serve customers and build stronger communities.

Required Experience

• 3 years technical and/or professional experience in related customer service or call center

Preferred Experience

• Experience in billing

Knowledge, Skills, and Abilities

• Demonstrated effective interpersonal, verbal and written communication skills.
• Demonstrated ability to use Microsoft Office Suite programs and Windows-based customer information systems.
• Ability to successfully pass web-based pre-employment screening assessments.
• Demonstrated proficiency in basic math.
• Ability to work under minimal supervision.
• General understanding of electric and gas pricing and operations.
• Ability to work effectively in a collaborative and inclusive work environment.

Key Skills

• Billing
• Business Process Improvements
• Continual Improvement Process
• Customer Relationship Management
• Issue Management
• Process Automations
• Regulatory Compliance
• Root Cause Analysis
• Training

Pay

$23.00 - $25.00

Benefits

• Competitive compensation and benefit programs
• Annual incentive program eligibility