Customer Operations Support Specialist 1

Pay Grade

11

Qualifications may warrant placement in a different job level

Position Summary

The Customer Operations Support Specialist (COSS) 1 will be part of a 24/7/365 organization and is responsible for providing support between System Operations and various customer facing roles, primarily but not limited to emergency electric and gas events. Provide technical support and sound solutions to communicate to internal stakeholders and external customers. Achieves operational and maintenance objectives by contributing engineering information and recommendations to strategic plans; implementing projects to improve productivity and quality. The COSS 1 will be responsible for providing detailed reporting updates on impactful, major, and emergency events to Customer Strategy, Corporate Communication, Government Relations, Gas, Electric Delivery services, Energy Supply, Products & Services, and any other customer escalation across the company. Focuses on tactical aspects of projects through the productivity improvement and process efficiency associated with work performed. Also, responsible for documenting and developing procedures. The COSS 1 must be comfortable in communicating at all levels of management within various departments and with external customers. Position will work schedule based upon Business Unit needs, with ability to work flexible schedules as needed, 24/7/365.
 

Tasks and Responsibilities

• Participate in identifying, analyzing, and communicating effectively with customers, internally and externally regarding complex problems and issues, to include social media inquiries and planned/unplanned outage information. 
• Participate in obtaining requested information from leadership in a timely and accurate manner. 
• Utilize the SAP system for research, analysis, and report writing. 
• Performs system administration duties of various software platforms and applications. 
• Hold skills to effectively communicate verbally and in writing to all levels of the CPS Energy organization and external customers. 
• Collaborate across Customer Strategy, Gas Solutions, Energy Delivery Services, Corporate Communications, Government Relations, Business Technology, Security, and other appropriate teams to identify situational awareness for internal & external communications, as appropriate. 
• Develop an appropriate program to support outage situations, communicate appropriately to internal stakeholders (including all levels of executive leadership), and support external mass communications using all appropriate channels (text, email, phone, social media, etc.).
• Work with a diverse group of individuals in a fast-paced environment. 
• Interact with executive-level customers and industry stakeholders, internal teams, and executive leaders. Comfort in technical and non-technical audiences
• Develop and contribute to technical troubleshooting documents, best practices, and other knowledge articles for internal and external use. 
• Engagement with internal stakeholders to ensure good coordination, communication, and shared goals to drive customer satisfaction. 
• Perform data analytics and reporting of outage information with respect to customer experience. 
• Flexibility to support other groups as needed (Community Events, System Operations, Workforce, peers, etc.). 
• Performs other duties as assigned.

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Experience in working with the following: SAP, ITOA, NetCadOps, CPS Energy Outage Map, Tableau, Microsoft Office, and various social medial platforms. 
• Bachelor’s degree in Information Technology, Computer Science, Communications, Business, Engineering, or related fields. 
• Experience in Customer Service or Electric Grid System Operations or Utility Industry.

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands