Grand Bahama Power Company Freeport, The Bahamas
Jul 17, 2018Full Time
Job Title: Customer Service Assistant (Shift) Job Code: 2018-06-006 Department: Resource Management Dispatch FT/PT Status: Full Time Summary/Position Overview: The Customer Service Assistant will support the Technician II in the achievement of Customer Service level metrics and will support Control Authority in outage restorations and communication by conducting the necessary planning functions to ensure that all trouble calls and specific service related linework activities are issued for the successful completion of the work order. Duties and Tasks: The Customer Service Assistant will be responsible for tracking of internal and external resources for Line person and underground workgroups, supporting and responding to the requests for information from internal and external customers, seeking continuous improvement, providing support to the Control Authority with first tier response to outage restoration and communication as per Outage Communication Plan and Resource Management and Dispatch operating protocols. In so doing, he/she will: Maintain health, safety and environment standards by: - Ensuring compliance with all safety policies and procedures. - Ensuring compliance with all environmental and health standards, and - Completing all required HSE training. Prepare work to be completed by: - Liaising with Technician II on the coordination of work dispatched. - Ensuring that a service order is generated for all follow-up work and is forwarded for scheduling and implementation - Maintain customer service excellence by: - Coordinating all customer trouble calls with Technician II and Resource Management Team to ensure calls are dealt with efficiently and customer issues resolved. - Communicate with internal departments (such as T&D) to obtain information regarding pending work orders and expected time of restoration (ETR) - Responding to customer inquiries regarding status, activity of various types of service requests - Tracking ETR and the proper use of codes. - Monitoring crew times to ensure that jobs are completed within targeted objectives. Provide planning and job status information: - Receiving all customer related trouble-calls and entering necessary information into databases - Inputting data on updated service orders, work orders, customer information, status of disconnections and reconnections - Ensuring information is obtained and promptly updated in relevant data once customer service orders are completed - Tracking and providing accurate, real-time documentation on customer inquiries and work status - Providing ETR feedback to relevant parties with regard to expiring ETRs. - Providing necessary information systems with ETR information, to ensure the accuracy of communication to customers during outages. - Administering the ETR “override” strategy during storms and as requested by management to support customer communications related to storm responses. - Coordinate with Control Authority and Generation on Outage Communication, following the Outage Communication protocols. - Following up with Technician II, crew, duty-call supervisor and customers during and after completion of a job to ensure documentation is correct and work orders are properly closed out. Support operational efficiencies by: - Supporting Control Authority with first tier outage restoration via SCADA as per Resource Management & Dispatch Operating Protocols. Contribute to team effort by accomplishing related results as needed. Academic/Skill/Experience Requirements: Other: The Customer Service Assistant will have an earned high school diploma or associate degree in a relevant field, intermediate knowledge of MS Office, including Outlook, and Excel; proficiency in data entry using AS400, MP2 and SharePoint, have a minimum of two years’ experience in a customer service and/or industrial operations environment with knowledge of business processes, safety and environmental programs, permits, stakeholders, work order and service order processes, the scheduling process, all other processes that relates customer service to operations. He/she will have a demonstrated ability to communicate effectively with internal and external stakeholders, solve problems using computer systems and internal resources.