Customer Service Representative

Job title:- Customer Solutions RepresentativeLocation:- Albany/ Syracuse, NYDuration:- 12 MonthsPay rate:- $25/hr - $30/hr on W2 without any benefitsDescription• The role is hybrid and mostly remote. 1 day per week in the office (Thursdays if in Albany or Syracuse, but TBD if in Worcester).• Workdays are M-F. Depending on the tasks assigned start time would range from 7 am – 8:30 am and end of day would range from 3:30 – 5:00 pm, with an 8-hour workday.• Start time may range from 7 am - 8:30 am. End time may range from 3:30 – 5 pm.Job Purpose:• This position supports the Customer Energy Integration team’s customer billing workstreams. The successful candidate will complete tasks and billing assignments in the most efficient, cost-effective way to meet the program goals of distributed generation billing.About Customer Energy Integration• Customer Energy Integration (CEI) is the group of teams that manage the interconnection of customer-owned renewable electric generators and energy storage into the electric distribution and transmission grids.• The department is comprised of four complementary teams. This position is on the NY Program Support team which handles customer billing setup and maintenance to ensure that customers are properly compensated for distributed generation.Key Accountabilities:• Responsible for scheduling, coordination and completion of billing tasks• Develop a working understanding of the applicable regulations and tariffs we operate under in order to provide assistance to both internal and external customers• Data extract and reporting from various applications (Client, PowerBI, Excel)• Identify billing deficiencies which may adversely impact customers• Provide recommendations and assist in implementation of corrective actions in order to improve quality of billing performance• Reviews work for accuracy and ensures that all details are complete• Work closely with billing team and program manager to identify improvement opportunities in billing and customer service• Provide regular performance updates at team Hubs• Develop and deliver on Key Performance Indicators (KPIs)• Monitor program trends and insights from customers and stakeholders to determine program drivers.• Collaborate with internal and external partners to adjust program delivery practices to ensure best-in-class customer serviceKnowledge & Experience Requirements:• An associate’s degree plus 2 years of professional work experience is required• Professional and/or academic experience in renewable energy is preferred.• Proficiency in relevant software is required (.e.g Microsoft office products – Excel, Word, PowerPoint, Teams) along with the ability to learn other programs and applications such as Client, SAP and the company’s billing system• Professional verbal and written communications skills with demonstrable experience of applying them in a business setting• Customer service aptitude and attention to detail are required.• Demonstrated ability to meet deadlines and keep track of multiple tasks is required.• The ability to function within a collaborative team as a contributor is required.• This is a hybrid role• Occasional travel may be required• Work hours to be set by manager based on assigned tasks.• Contractor is expected to work 8 hours each workday unless leave is arranged.