Customer Operations Specialist Lead

Unclassified - Atlantic City, NJ

Full-time - Mid Level

Atlantic City, NJ

1,001-5,000 employees

About the position

A career in Customer Operations at South Jersey Gas provides an opportunity to impact and enhance the customer experience through process improvements and system automations. The ideal candidate will have an in-depth understanding of customer and business needs with an emphasis on the lifecycle of projects, which includes script writing and user acceptance testing, change management and training, analytical and critical thinking, decision making and problem solving, and working closely with customer experience business partners to implement best practices. This position works closely with IT staff, internal stakeholders, and vendors. The Customer Operations Specialist Lead is responsible for leading the planning efforts for multiple projects simultaneously and executing customer-centric business objectives in a timely manner and within budget. This professional delivers strategic, high-level project initiatives and has a proven record of leadership and coordinating project success from inception to implementation.

Responsibilities

• Work closely with project managers, vendors, and cross-functional teams to develop scope, requirements, and deliverables.
• Exercise professional judgment in selecting methods and techniques, with an advanced understanding of the concepts for achieving optimal project results.
• Collaborate with customer experience personnel and serve as business subject matter expert.
• Maintain familiarity with processes and software; with the ability to appropriately apply at various points throughout a project.
• Lead group meetings, summarize and organize data for informed decision making.
• Provide training and guidance to new team members.
• Effectively manage time to meet demanding deadlines.

Requirements

• Bachelor's degree with 8 years Customer Service/Billing and Utility Experience or a master's degree with 3 years of relevant experience.
• 3 years of Program Manager or Project Management Experience.
• Strong presentation and requirements gathering skills.
• Script writing and user acceptance testing abilities.
• Ability to analyze and prioritize tasks to meet deadlines.
• Strong analytical and critical thinking skills.
• Troubleshooting and root cause analysis capabilities.
• Ability to gather relevant information and apply core business needs.
• Effective communication with business partners and vendors.
• Ability to manage stakeholder expectations.
• Skilled in writing and updating process documents.

Nice-to-haves

• In-depth knowledge of IT applications such as CCB, Ring Central, Maximo, MyAccount, ALM.

Benefits

• Flexible vacation, Paid Time Off, and Sick Leave package
• Comprehensive Health, Dental, and Vision Insurance
• Short-term and Long-term Disability Insurance
• 401(k), with generous company match
• Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.