Customer Support Representative

Client: Power Company

Position: Customer Support Representative

Term: 5-month contract - July - December 2025

Pay: $20-$22/Hr based upon experience

On Site: Tampa, FL

Scope

Responsible for monitoring the Inbox to initially screen customer feedback, questions, and complaints. In addition, the position will be tasked with tracking and reporting project communications schedules. This position will execute mailings, postcards, digital communications, and other outward-bound aspects.

Education: In lieu of a bachelor’s degree, 4 additional years of related work experience can be substituted.

Experience

• Minimum of 2 years of work experience related to the duties & responsibilities of this position. Related experience consists of communications, Storm Protection, Distribution systems experience in utility environment.
• Must have strong analytical skills, demonstrated communications skills, and be able to proficiently use all MS Office tools and other software tools;
• Must have excellent verbal and written communication skills, and adaptability to work both independently and in a team environment.
• Must have demonstrated skills necessary to lead and/or positively influence others and to successfully handle and/or supervise multiple projects at one time.
• Preferred , foundational knowledge regarding electric utility distribution systems and electric customers.
• Preferred, demonstrated experience with customer engagement, customer communications and / or customer communication strategy development.

Responsibilities

• Responsible for maintaining a database that records the actual date that each step in the SPP communications protocol was achieved for each milestone on each project.
• Monitor the SPP Inbox to evaluate customer complaints and inquiries. Coordinate efforts to investigate and develop an appropriate response. Maintain a database of all complaints and inquiries received and their status to ensure all are brought to completion.
• Support team efforts to coordinate in-person meetings at the request of external stakeholders.
• Facilitate and track mailings by working with the print shop.
• Maintain an outage schedule for use by other stakeholders.
• Support the maintenance of the customer threat process.
• Responsible for overseeing the customer threat alert process and alerting team members.