Customer Experience Operations Specialist

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.

Summit is a growing natural gas utility company providing safe, reliable and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri and Oklahoma. Being part of the Summit team means embracing excellence, diversity and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers and the communities where we live. We aim to bring warmth and energy to everything we do.

We have an exciting opportunity for a remote Customer Experience Operations Specialist based in AR or OK .

POSITION SUMMARYCX Operations Specialist are responsible for ensuring CIS, customer web portal and IVR systems are properly configured, easy to use, operationally efficient, produce accurate bills, and achieve a high-level of customer service. Successful candidates are comfortable working in a fast-paced environment and have a passion and skillset for using technology to solve problems. The CX Operations Specialist is a key contact between end users, solution providers, and IT staff and must have excellent verbal and written communication skills. Because of the fast-paced environment, the business analyst will also be called on to provide support and drive solutions to completion by working with all involved parties as well as back up support for all customer service functions.

PRIMARY DUTIES AND RESPONSIBILITIESThis role uses data analytics and metrics to identify continuous improvement opportunities for agents and operations and uses knowledge of department applications to assist with decision-making that impacts service levels, staffing, workload, and the customer experience. Job Duties & Responsibilities

Back up Customer Service support, customers concerning their accounts or general policy and procedures via multiple contact channels – included but not limited to Email, Chat, Telephone, Web.

EDUCATION AND WORK EXPERIENCE* Degree or equivalent work experience and minimum of 2 years in customer experience, financial services, operations, or business-related field

Proficient in the use of Microsoft Office applications and work management database applications.

KNOWLEDGE, SKILLS, ABILITIES* Perform exploratory data analysis to identify trends, patterns and anomalies.

Excellent interpersonal skills including, but not limited to; strong listening skills, verbal and non-verbal communication skills, stress management, problem solving and decision- making skills.

Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

Summit Utilities, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or status as a qualified individual with disability.