Customer Service Specialist

Analyze, segregate, and coordinate Field Findings and Miss Codes (FF/MC) reports based on priority (Revenue-Loss, Revenue-Delay, Revenue-No Effect) for correction and information.

Verify and/or correct erroneous information in the database based on internal or external reports.

Create cases and dispatch job orders for installation maintenance and update results in CC&B cases and To Dos.

Check, route, or dispatch field orders related to customer complaints and requests and update results in CC&B cases, To Dos, and/or Field Orders.

Monitor customer compliance to Violation of Contract (VOC).

Ensure completeness of customer records from contractors and emergency crews.

Control the filing, storing, and retrieval of customer records.

Check the accuracy of information, data, and documents submitted.

Check and audit the accuracy and promptness of posting of customer and metering information.

Check and activate electric service agreement of accounts applying for electric service before the next reading/billing cycle.

Perform proof-listing or exception listing of lack or erroneous data stored in the customer database for recently accomplished cases and job orders.

Request tagging of accounts for last billing to avoid billing errors.

Activate/Deactivate Electric Service Agreement of recently accomplished job orders.

Develop and establish data retrieval procedures and monthly monitoring for DATA CONTROLLER STATISTICS / REPORTS.

Update customers on the status of Work Order on every event in any system related to customer service.

Coordinate with customers on Work Order schedules.

Provide WO and Line services performance report.

Update customers for all paid applications.

Respond to customer complaints and queries within the day through social media or by phone.

Send letters to customers requiring their attention related to service installation or account (e.g., Traversed service drop).

Coordinate with other departments, specially SOD (System Operations Department).

Back up as CSR when volume of walk-in customers increases.

Assign Cut-At-Post installation for meter removal.

Act as petty-cash custodian and back-up budgeter.

Act as process documenter and ensure the process documentation is always updated.

Recommend contractor penalties related to errors in data and process.

Create Purchase Orders for office supplies and forms, and facilitate necessary administrative tasks for regular company procedures such as requests for payments, purchase orders, and liquidations.

Participate actively in SE activities.

Ensure compliance and adherence to the Safety, Health and Environment Manual, IMS Manual, ISO IMS, AMS, and other implemented management systems, guidelines, and EHS policies.

Ensure one's personal goals and development plans are aligned with the organization's objectives and attained in the best means possible.

Monitor and recommend requirements on materials and equipment to perform one's role and responsibility.

Readily assume tasks requiring immediate or urgent attention that may be reasonably assigned by the Team Leader.

College Graduate of any course.

Minimum 1 year of relevant experience.

Business Process and Tools (CRSD) (Level 3): Ability to identify the current state of processes for improvement and use office technology; knowledge of the retail services function (Frontline service, Metering, Line Services, CRM); proficiency in CC&B, MDM, Agila, WAM, Google Apps, and Social Media applications.

Customer Service (Level 3): Ability to build and maintain relationships with internal/external customers, understand needs, handle inquiries/complaints/pay plans, handle difficult customers, and deliver exceptional care face-to-face, over phone, or via social media.

Case Management (Level 3): Ability to manage cases according to Service Level agreements, understand case types/resolution steps, and utilize appropriate systems to ensure efficient resolution.

Social Media and Correspondence Management (Level 4): In-depth knowledge of social media applications, ethics, and standards, with the ability to respond effectively to customer inquiries.

Information/Records Administration (Level 3): Sound knowledge of confidentiality, non-disclosure, secure record storage, and efficient data retrieval procedures.