Job Title: Operations Support Specialist
Location: Remote (must live in Michigan to report to scheduled meetings)
Contract: 2-year contract with opportunity for extension
Description:
- The candidate will take ownership of company and product goals, possess strong attention to detail, and work well on a small and dynamic team in an industry that is rapidly evolving.
- Technical knowledge of electric vehicles and customer obstacles relating to electric vehicles is not required but is expected to be gained quickly while in the role.
- Program support, understanding all facets of current electric vehicle program for customers, including electric utility rates, rebates, and regulatory expectations.
- Be able to communicate program details to customers accurately and professionally.
- Track rebate applications from intake and assessment to construction to rebate disbursement.
- Understand product profile, strategy, and plan, and how day to day work supports these artifacts.
- Handle internal and external customer inquiries regarding EV programs including time of use electric rate plans*** eligibility, and participation requirements.
- Process customer rebate applications, facilitate rebate approval and payment.
- Perform data entry/consolidation to provide clear and accurate programmatic data tracking, and related reporting and metrics to senior team and department leadership.
- Assist in the optimization through automation of customer enrollment and documentation process flows.
- Actively participate in problem solving and developing solutions to complex problems related to EV programs and the EV customer journey.
- Support miscellaneous special EV assignments.
- Must be self-directed, efficient at multitasking, detail oriented, and able to meet deadlines.
- Team support Ensure the Residential and Commercial EV team meets its product plan by proactively identifying areas of process improvement and opportunities even if not in immediate area of responsibility.
- Share best practices across team to accelerate learning.
Skills Needed:
- Experience with data analytics.
- Excellent communication and time-management skills.
- Organized and detail-oriented with a focus on customer satisfaction.
- Experience in electric vehicles and residential/Commercial customer-facing products.
- Prior Customer Service Representative (CSR) experience.
- Subject matter expertise using Power Clerk.
- Experience with website reviews for customer comprehension and program engagement.
- Experience with Advance Metering Infrastructure (AMI) data and Time of Use (TOU) rates.
- Experience with review of marketing materials.
- Experience working in a regulated utility or industry and within a highly regulated utility team.
- Exceptional organizational skills, with a proven track record of successfully multitasking and prioritizing workload.
- Strong oral and written communication and critical thinking skills.
- Self-directed, dependable, and motivated.
- Proficient with Microsoft Office products.
