Customers Investigation Specialist

Location: Baltimore, MD
Date Posted: 05-23-2017
Job title: Customer Investigations Specialist
Duration: 12 Months
Location: Baltimore MD

Primary Duties
 Independently investigates, diagnoses, and resolves in-depth customer appeals, inquiries, and complaints that cannot be resolved on the initial customer contact as they pertain to all facets of company operations. May include complex and sensitive customer inquiries received from Management, the PSC, Media Relations, and Public Affairs.
Primary area of investigation is electric reliability complaints, including appeals to management and from the Public Service Commission and elected officials. Other investigations will pertain to customers rejecting planned installations on premise, customers requesting outage verification letters for insurance purposes, customers reporting equipment left on property, and customers requesting planned outages. As necessary, may also support private area and streetlight complaints and pending field activities related to previous complaints.
Coordinates and researches recurring and duplicate complaints.
 Performs root cause analysis on customer disputes.
 Directs inquiries to appropriate operating area(s) to ensure prompt attention and resolution.
Effectively communicates with internal and external customers including developing and maintaining constructive, professional relationships with the PSC Office of External Relations, the Better Business Bureau and various other business customers.
 Acts as a Company representative or witness at PSC hearings and court proceedings.
Routinely uses Case Management System, Microsoft Office Suite, and SharePoint to complete case documentation.
 At supervisory direction, employee may work other job duties within the department and report to various work locations.
 Responds to emergency demands

Thanks & Regards,

Wajid | Technical Recruiter
Global Nest
An E-Verify Company.
Voice:(732) 333-4382 I Fax: (732) 479 -1321
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