Customer Investigations Specialist
Primary Duties: Independently investigates, diagnoses, and resolves in-depth customer appeals, inquiries, and complaints that cannot be resolved on the initial customer contact as they pertain to all facets of company operations. May include complex and sensitive customer inquiries received from Management, the PSC, Media Relations, and Public Affairs. Primary area of investigation is electric reliability complaints, including appeals to management and from the Public Service Commission and elected officials. Other investigations will pertain to customers rejecting planned installations on premise, customers requesting outage verification letters for insurance purposes, customers reporting equipment left on property, and customers requesting planned outages. As necessary, may also support private area and streetlight complaints and pending field activities related to previous complaints. Coordinates and researches recurring and duplicate complaints. Performs root cause analysis on customer disputes. Directs inquiries to appropriate operating area(s) to ensure prompt attention and resolution. Effectively manage customer relationships, to include but not limited to municipalities, home owner associations, community organizations, government officials, and other residential and commercial customers operating in our service territory. Effectively communicates with internal and external customers including developing and maintaining constructive, professional relationships with the PSC Office of External Relations, the Better Business Bureau and various other business customers. Acts as a Company representative or witness at PSC hearings and court proceedings. Routinely uses Case Management System, Microsoft Office Suite, and SharePoint to complete case documentation. At supervisory direction, employee may work other job duties within the department and report to various work locations. Responds to emergency demands. Knowledge: Expert knowledge of ATLAS, Mobile Maps, Mobile Dispatch System (MDS), Network Management System (NMS), Microstation and Asset Suite 8 in order to resolve customer inquiries related to electric outages or planned work. This includes investigating customer issues, providing status updates on pending work and issuing the appropriate field activities. Interprets Company operations, special programs, electric diagrams, MDS field reports, NMS events; to handle customer inquiries and complaints. Knowledge of company safe work procedures and safety policies to address field related complaints. Knowledge of electric and gas theory, operations and maintenance practices necessary to determine compliance with COMAR, company practices and procedures and other regulatory requirements. Skills/Abilities: Demonstrated ability to communicate effectively with internal and external stakeholders. Demonstrated ability to quickly analyze and handle difficult cases and unusual situations in customer relations. Strong writing and communication skills in order to provide written responses to customers, elected officials the OER of the PSC and company management on customer inquiries and cases. Demonstrated ability to speak in front of large groups and community associations about issues. Demonstrated interpersonal and time management skills. Demonstrated independent judgment skills. Demonstrated ability to interpret electric diagrams and engineering plans. Education/Experience: 3-5 Years related work experience or equivalent combination of formal education/training and experience.