Business Operations Support Specialist (Customer Service)

• Configure, maintain, and govern select business systems and applications for customer service operations
• Document, maintain, and govern configuration files and business system documentation and records
• Configure, monitor, report, and audit automated processes, including outbound calling campaigns, email, and other communication channels, to ensure systems and processes perform as expected and adhere to SLA agreements, State/Federal laws and regulations, and Customer Experience expectations.
• Collaborate with Product and IT teams to perform system maintenance, production incident problem management, identification of root cause, remediation of the problems and provide off hour support when required.
• Assist with the planning, evaluation, and implementation of functionality and features including but not limited to IVR/ IVA, Web, email, Chat, SMS 2-way Text, Speech Analytics, Bots, CRM, Agent tools, and interaction routing strategies
• Partner cross-functionally with Business and Product teams to build business case requirements for new systems and features, coordinate system testing and ensure enhancements of systems and integrations run accurately and efficiently according to business requirements
• Provide business support for applications supporting Customer Service Operations, escalating issues as appropriate, and monitoring escalations for timely resolution.
• Research and evaluate current and upcoming technologies and frameworks helping to drive a best-in-class customer experience.
• Works directly with Procurement, Legal, and Customer Service functions to drive and support relevant vendor acquisition processes from initial discovery, through on-boarding, implementation, and sustainment.
• Support release roll-out and deployment plans, contingencies, and back-out plans
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

• Bachelor's Degree, preferably in Business or Information Technology or equivalent work experience
• Minimum of 5 years related experience; including digital channel management experience preferred.
• A curious, detail-oriented, and proactive problem solver with the ability to work well in team environments and in individual contributor capacities
• Excellent communication and organizational skills with the ability to manage a diverse set of products and projects simultaneously

Preferred Qualifications

• Utility experience preferred but not required
• Agile project management and or business process improvement experience
• Experience working in a call center and or digital product environment
• Experience with tools like Twilio, Sitecore, Salesforce, etc.
• Knowledge and understanding of customer systems within a regulated environment