Customer Advisor - EIS PJM

YOH Services LLC
United States, Pennsylvania, Audubon
Nov 18, 2024
Customer Advisor - EIS PJM Category: Call Centre & Customer Service Employment Type: Contract Reference: BH-379904 Customer Advisor Based at PJM in Audubon, PA providing dedicated service to PJM EIS 40 hours/week, 8-5. Hybrid remote/on-site work schedule. GENERAL POSITION SUMMARY: The Customer Advisor provides customer service to account holders in the Generation Attribute Tracking System (GATS), a renewable energy tracking system owned and operated by PJM Environmental Information Services Inc. (PJM EIS). GATS account holders vary in size from the small homeowner to large public utilities. Relying on a working knowledge of PJM EIS' systems and operations, the Advisor responds to customer inquiries, calling on support of subject matter experts in other departments as needed; supports contact management through analysis of call patterns and trends; and serves as the primary point of contact for GATS account holders. ESSENTIAL DUTIES AND RESPONSIBILITIES: Possess a working knowledge of PJM EIS, GATS and the renewable energy market. As first line of support, the ideal candidate must be able to represent PJM EIS and ensure total customer satisfaction. Receives incoming telephone calls or emails and processes basic and some broader inquiries and/or complaints. Recognize the value of customer follow up and what situations warrant what level of attention Track activities and frequently asked questions to ensure accuracy and consistency in responses. Possess ability to communicate with GATS account holders and ensure total customer satisfaction. Develop an understanding of PJM EIS acronyms and terminology Relate well to all kinds of people; work effectively with individuals and groups at various levels in a constructive and collaborative manner; build and utilize effective working relationships in a matrix environment and across functional, departmental and divisional reporting lines. Understand PJM EIS' and PJM's organizational structure and the business responsibilities within each area Refers callers to more senior staff to resolve more complex questions. Demonstrated success in a customer service function with the ability to adapt to new systems. Motivated to learn and keep up to date on PJM EIS' evolving business and technology platforms. Work is routine and instructions are detailed; using established procedures and working under immediate supervision. Performs assigned tasks including administrative duties. COMPETENCIES: Complete knowledge and demonstration of the various responsibilities identified above. Knowledge of Company: General knowledge of company's organizational structure, culture, philosophy, operating principles, values and code of conduct.\| Knowledge of PJM EIS This position is responsible for acquiring a broader and more in depth knowledge of PJM EIS in order to handle basic and more complex questions. Commitment: Person must identify with the PJM EIS and be willing to devote the effort to get the job done, showing perseverance and focus in the face of obstacles. Motivation and Independence: Ability to achieve results, investigate problems, achieve deadlines with minimal supervisor direction. Enthusiasm for new assignments and attempting never-been-done-before projects. Customer Focus: Demonstrated customer focus and awareness of the importance of the customer in a service organization like PJM EIS. Demonstrates courtesy, tact, and effectiveness with others in every day working relationships. Impact: Ability to create a professional image/good impression. Conveys an air of confidence. Interpersonal Skills: Understanding and influencing people are important in achieving job responsibilities; causing action or understanding in others. CHARACTERISTICS AND QUALIFICATIONS This job requires judgment and sensitivity to customer needs. Feedback and suggestions on processes are needed. Works under minimum supervision; refers more complex problems to immediate supervisor or appropriate subject matter expert. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required: Associates or more advanced degree or 1-2 years previous work experience in a customer relations function/role or strong experience in the industry. Demonstrated understanding of the importance of customer service within an organization A general understanding of electricity markets. Working knowledge of the following applications: MS Word MS Excel MS Outlook PC and Internet Ability to grow with position, increasing expertise, responsibility, and accountability. Strong communication and problem solving skills Preferred: Minimum of 2 years in a customer service related position in high technology industry. Demonstrated success in a customer service department with the ability to adapt to new systems. Help design automated workflow processes. Salesforce CRM experience Estimated Min Rate: $26.60 Estimated Max Rate: $38.00 Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply. Yoh, a Day & Zimmermann company, 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, disability, or status as a protected veteran. Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process. For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.