Operations Specialist II/Project Specialist I

OPERATIONS SPECIALIST II SUMMARY:

This position is responsible to review accounts for accuracy and resolve bill payment edits of various levels of complexity. Using multiple systems, the role resolves pre-identified errors in bills and sends consolidated bills for payment. This role also contacts vendors to manage critical tasks and requires some direct client communication.

LOCATION:

Mabalacat, Pampanga

Work Set-Up:

On-site, Nightshift

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

• Answer incoming calls from utilities, clients and vendors.

• Contact vendors and/or clients to:

• Retrieve bills late arriving, missing bills not received & accounts without bills
• Verify final billing and obtain all necessary information
• Update or correct mailing addresses
• Provide letters of authorization (LOA) Request late fees to be waived, via phone call
• Multiple estimated bills

• Searching each account for any payment inconsistencies or errors including, but not limited to:

• Gap edits
• Prior balance edits

• Perform critical thinking skills to investigate payment discrepancies such as:

• Stale checks
• Returned checks
• Void & reissue of payment Advance critical payments

• Some manual data entry for bills as needed.

• Update or correct units of measure as needed

• Perform inactivation of accounts and/or sites

• Delete duplicate bill copies

• Research accounts with zero cost or consumption

• Sending and confirming receipt of Bankruptcy documentation

• Ensure data accuracy

• Ensure that follow-up, email, and correspondence are completed in a timely manner.

• Follow standard operating procedures within these tasks

• Perform other duties as assigned.

QUALIFICATIONS

Education/Certification/Knowledge

• Requires a high school diploma or its equivalent.

Experience:

• Basic understanding of general ledger coding and account set up preferred

• Requires two years of clerical and/or customer related work experience

• Other combinations of experience/education may be considered

Skills/Abilities:

• Must have solid strong computer skills, to include familiarity with Word, Excel, Outlook and Internet and several customized ENGIE Impact systems (including but not limited to Avi, Workflow)

• Must have excellent phone skills and customer service

• Must be able to organize, prioritize, and use time management tools

• Ability to demonstrate basic mathematical aptitude

• Demonstrated excellent oral and written communication skills

• Must be a team player who is detail oriented, dependable and adaptable

• Must be flexible with schedule and available for overtime work as needed

• Ability to be proactive in order to provide superior service to clients

• Basic understanding of ENGIE Impact services and offerings

• Basic understanding of client accrual files and reporting

• Must be able to adapt to change easily

WORK ENVIRONMENT

Team environment, desk sharing probable with co-worker on alternate shift.

Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employees.

This position requires someone who is capable of effectively working in a highly fluid and rapidly changing environment

PROJECT SPECIALIST I SUMMARY: 
Works with clients, vendors and internal partners to ensure delivery of entry level Engie product lines.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

• Coordinate and negotiate with vendors and clients as needed to resolve inventory, service and billing issues. 

• Site and service creation and maintenance.  
• Develop and maintain close working relationships with appropriate vendor representatives and national account managers.
• Firm understanding of all telecom/utility/waste related reports to ensure resolution of any data discrepancies.

• Organize, prioritize and use time management tools to ensure proper follow-up is completed.

• Provide customer service to clients in support of Engie product line.

• Perform other duties as assigned.

QUALIFICATIONS
 

Education/Certification:

• High school diploma or equivalent. AA degree a plus.

Requirements:

• Must have solid computer skills, including working knowledge of Word, Excel, Outlook and Internet. Strong multi-tasking skills.

• 10-key by touch, preferred.

• Strong skills in customer service, communication, problem solving and negotiation.  
• Must be a team player who is detail oriented, dependable and adaptable. 
• Must be flexible with schedule and available for overtime work as needed.

• Responsible for client facing communication

• Standard concepts, practices, and procedures within a particular field required.

Experience

• Requires prior experience involving customer service, interacting with clients in person and by phone, and organizing and prioritizing work tasks. Prefer experience working with Utility, Waste or Telecom providers.
·Requires two years of clerical and/or customer related work experience.
·Prefer template experience and six months experience at ENGIE Impact. ·Other combinations of experience/education may be considered.

Skills/Abilities:

• Proven ability to work with Microsoft Office Suite products.

• Demonstrated ability to plan and accomplish goals within a deadline. 

• Strong organizational skills and attention to detail. 
• Ability to multi-task.
• Ability to deliver a high level of customer service both internally and externally.

• Effective communication skills, both written and verbal

• Ability to remain calm during hectic periods of activity.

• Ability to demonstrate mathematical and analytical aptitude.
o Must have solid computer skills, including familiarity with Word, Excel, Outlook and Internet.
o Demonstrated professional oral and written communication skills.
o Must be a team player, detail oriented, dependable and adaptable.
o Must be flexible with schedule and available for overtime work as needed.
o Participates and promotes process improvement to ensure we are effectively serving our clients.
o Basic understanding of ENGIE Impact services and offerings.
o Ability to problem solve and perform root cause analysis.

• Must be able to adapt to change easily