Customer Experience Specialist

The role

As a Customer Experience Specialist (CES) your role involves delivering prompt, efficient, and courteous service to YVEA's member-owners. As a CES, you will first start as the "face" of YVEA and interact with members daily by managing our front office duties. Typical duties include responding to member calls, emails, and walk-ins, assisting with inquiries about billing, payments, rates, and electric usage, managing payment arrangements, answering questions regarding different programs, and entering in service orders. The role requires accurate data entry, solid customer service and cashiering skills, and an understanding and application of YVEA policies.

As the CES progresses, they will start to take over back-office tasks. Typical duties include mass posting of meter readings, management of the billing cycles, managing collections/penalty process and capital credits process. Additionally, CES's will work cross-functionally with Engineering, dispatch, operations, and meter techs to complete strategic projects/communication. Overall, back-office tasks ensure members are billing accurately and timely, are proactive communication to members.

Regardless of front office or back-office tasks this role requires the CES to be proficient on a computer, have accurate data entry, attention to detail, cash handling skills, and the ability to work independently and be a good team player. Communication will be key in this role because a CES works directly with members across different departments and in two different offices.

Key front office responsibilities (1st year responsibilities)

Key back-office responsibilities (year 2 and beyond)