Energy Manager at Octopus Energy assisting customers through phone and email inquiries. Roles focus on resolution and responsibility for customer energy queries.
About the role
- Service Operations Administrator handling all non-triaged ticket creation and service transaction auditing. Supporting ZEISS customers with efficient service coordination and logistics management.
Responsibilities
- Responsible for all non-triaged ticket creation/handling.
- Auditing of all service transactions related to the support of customers.
- Ensure tickets are efficiently dispatched to the field to meet SLA’s.
- Manage all coordination with Logistics partners while monitoring stock volume and returns.
- Maintain cross functional partnerships with multiple departments including Field Service, Tech Support, Customer Repair Center, Sales and Accounts Receivable.
- Assist Technical Support/ Call Center, CRC, and Field Service teams with customer requests, database corrections, ticket requests/dispatches, quotes, RMA’s, purchase requests/orders and other related transactions.
- Process credit and rebill requests from Accounts Receivable.
- Responsible for closure process of service orders completed by Field Service team or processing of documents in CRM/ERP to transact Inhouse Repair or Exchanges along with correcting errors as needed to ensure transactions flow and customers are invoiced correctly.
- Monitoring of open call load for Field Service Engineer and assigned region in relation to company Ticket Governance Policy.
- Assist FSEs with schedule organization, reassignments/reschedules, communication with customers, and other administrative tasks to support FSE/FSS and customers.
- Responding to customer inquiries and referring clients to the proper channels.
Requirements
- Associate’s degree or equivalent from two-year college or technical school, or three (3) years related experience.
- Excellent customer service skills, via phone and email.
- Strong multi-tasking skills with the ability to work in several system platforms (ERP, CRM, Specialized Software).
- Excellent written and verbal communication skills.
- Highly organized individual.
- Ability to solve problems and make decisions within established guidelines together with FSE’s and FSS’s, CRC, etc.
- Fast learner with ability to adapt quickly to situations that change frequently.
Benefits
- Medical
- Vision
- Dental
- 401k Matching
- Employee Assistance Programs
- Vacation and sick pay
Job title
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