Customer Solutions Representative II - Utilities 25-00484

The Customer Solutions Representative II provides professional customer support and administrative services within the NEM Interconnect business unit. This role is responsible for responding to customer inquiries, validating application data, coordinating service orders, and ensuring timely and accurate processing of interconnection and metering requests.

Working under limited supervision, the CSR II handles moderately complex customer issues, requiring sound judgment, strong problem-solving abilities, and excellent attention to detail.

Key Responsibilities

• Validate customer account information using SAP and program databases (e.g., PV, SBP, MAR).

• Review submitted MSA applications for completeness and accuracy, ensuring documentation such as model numbers, diagrams, and authorization forms meet standards.

• Identify and document deficiencies; escalate complex or unclear cases to program leads as appropriate.

• Issue service orders for approved applications and track installation status through PCI and PowerClerk systems.

• Respond promptly to customer and contractor inquiries regarding application status, eligibility, and installation timelines.

• Conduct outreach to customers and contractors to resolve issues and obtain missing documentation.

• Maintain professional, courteous, and empathetic communication with customers, even in escalated situations.

• Collaborate closely with program managers, meter technicians, and operations staff to ensure seamless processing of interconnection applications.

• Support senior specialists with administrative and reporting tasks.

• Use Microsoft Excel and internal systems to track applications, service orders, and communication logs.

• Generate reports and perform basic data analysis to support operational performance and backlog management.

• High School Diploma or equivalent required; Associate's degree in business or related field preferred.

• 3–5 years of experience in customer service, administrative, or order-processing roles.

• Strong customer service and interpersonal communication skills.

• Proven ability to manage high-volume clerical tasks with accuracy and efficiency.

• Comfortable working in a fast-paced, changing environment.

• Proficiency in SAP and Microsoft Office Suite, especially Excel.

• Excellent organizational skills and attention to detail.

• Must pass a background check.

• Badge access required.

Desired Qualifications

• Familiarity with MSA application workflows (e.g., SBP, MAR, PCI systems).

• Prior experience in customer generation, billing operations, or interconnection programs.

• Knowledge of service order lifecycles and metering installation processes.

• Experience working with utility programs, energy management systems, or technical customer solutions teams.