Customer Service Specialist III

Job Title: Customer Service Specialist III Location: Charlotte, NC 28214 (Virtual) Duration: 12 Months Mobility: onsite for training and then virtual Work hours of Requested Position: 22 PART TIME Job Description: Work hours of Requested Position: 22 PART TIME –Fully Remote after training JD: The expected hours after training could exceed 36 if the contingent worker is available. The required hours are 7:00 AM to 6:00 PM on weekends and 7:00 AM to 4:00 PM on holidays.

• The location for the training; Charlotte North Ops Center: at 115 Rhyne Road, Charlotte, NC. Additionally, training will be conducted five days a week in the office.*

Position Purpose: The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. The SSA answers a variety of inbound technicians, first responders, and emergency customer calls. This position should be able to handle calls that may require additional research and follow up. The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner. This position covers after-hours technician support and maintains 24/7/365 coverage of customer emergency calls. Nature and Scope: The Planning & Progression department is a centrally-led and regionally-executed operation responsible for receiving, routing and assigning all orders for the Natural Gas Business Unit. This position requires comprehensive knowledge of field operation workflow and independent judgment in order to optimize workloads when the operational environment changes. This position will require the ability to assess the nature of service call or emergency and employ appropriate human relations skills in order to fulfill the accountabilities in a competent manner. Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24/7/365 schedule. On average, receives approximately 56,000 emergency calls on an annual basis. Responsible for monitoring work flow for approximately 350 Service Technicians.

• Education Requirement: HS/GED

Relative to the job this contractor will be performing, please answer the below questions: Will this worker work in the field, plant, lab or office environment? virtual Qualification Assessment Must Have Education Requirements High School Diploma/GED Yes Mobility Classification Virtual teammates