Meters Specialist

Meter Specialist

Overview

Meter Specialists act as the frontline support function of the Billing & Account Management teams as well as client corporate or regional contacts. Meter Specialists work to resolve low-level concerns as they relate to submetering and the Meters department. These issues include, but are not limited to, questions surrounding Invoice , WO, Scheduling and Estimate questions, along with some basic product troubleshooting steps.

Responsibilities

• Accept ZenDesk tickets in a First-in-First-out method (FIFO)
• Offer cause and effect explanations to clients for concerns that they have
• Answer any Invoicing questions or WO status questions from NetSuite
• Provide Self-help documentation for Properties to troubleshoot their own issues
• Troubleshoot high/low consumption issues
• Troubleshoot DC/Repeater issues
• Provide DIY install support and documentation
• Provide feedback on knowledge documents to improve clarity and speed resolution
• Provide feedback on repeating trends that could be automated or escalated to product and technology teams
• Following up with Conservice team members to ensure that solutions are found
• Organizing workload by filtering previously accepted tickets based on priority
• Organize and track information to effectively prioritize work
• Resolve or delegate client issues to relevant teams within 4 hours
• Follow-up with other teams to ensure that solutions are being found
• Other duties as assigned by leadership

Requirements:

Qualifications

• Ability to prioritize important and urgent work to meet deadlines
• Able to solve a range of repeating issues
• Able to independently analyze and reason to make unaided decisions
• Desire to develop technical and or Account skills for progression
• Talent to stay positive and productive under pressure

Education & Experience

• Client facing role
• Exposure to CRM technology solutions