Senior Specialist, Credit and Field Operations

The Senior Specialist will serve as the subject matter expert responsible for coordinating work planning, establishing and implementing a comprehensive training program for Customer Service Reps and new hires, and developing and executing a comprehensive routine to monitor, prioritize, and oversee pending work. This role will provide expertise in meter operations and work practices, while maintaining direct lines of communication with all company organizations to ensure projects are completed safely and efficiently. Additionally, the position will assess and address training gaps, effectively communicate procedural changes, assist managers with coaching and mentoring supervisors, and train new supervisors on core responsibilities.

• Partner and support Credit & Field Operations including but not limited to Work Management, Meter Operations, and Collections.
• Effectively communicate appropriate procedural changes, lessons learned, and specifications to supervisors.
• Oversee work processes in CC&B and ServiceLink to develop work enchantments
• Perform and document operational reviews of the Meter Operation activities; recommends improved procedures, as appropriate, and ensures their implementation.
• Analyze activities to ensure the attainment of corporate and departmental goals and standards and that work activities are in compliance with all Corporate and Department policies and procedures as well as PSC Rules and Regulations
• Ensures consistency of processes within the Work Management group and innovate when appropriate to achieve departmental objectives within established cost constraints.
• Develop and implement short- and long-term work plans, establish priorities, and implement a comprehensive routine to monitor pending work, ensure compliance, and optimize workload distribution while considering deadlines, regulatory requirements, and operational dependencies.
• Conduct coordination meetings to ensure work schedule adherence and adjustments.Conduct announced and unannounced reviews to measure overall customer satisfaction and ensure timely and efficient compliance with policies and procedures; develop recommendations for improvement and follow-up to ensure they are instituted.
• Possess comprehensive expertise in Work Management workflows, including the coordination and support of field-related activities.
• Promote an inclusive work environment.
• Must possess excellent oral and written communication, presentations and strong interpersonal skills.
• Perform other related tasks and assignments as required.
• Possess advanced knowledge of Excel and Power BI reporting tools, with the ability to develop, analyze, and communicate data insights to support business objectives.

Required Education/Experience

• Bachelor's Degree and 5 years of related work experience or
• Associate's Degree and 6 years of related work experience or
• High School Diploma/GED and 7 years of related work experience

Relevant Work Experience

• 57 years of experience in Customer Service, Meter Operations, or related field, required.
• Prior supervisory experience with proven ability to lead short-term and cross-functional teams, required.
• Extensive knowledge of Meter Operations and Work Management processes and procedures, required.
• Strong project management experience, including planning, scheduling, and implementation of initiatives, required.
• Demonstrated ability to perform effectively under pressure and lead multi-disciplinary teams, required.
• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, Teams) and Power BI, required.
• Excellent organizational, communication, training, relationship-building, prioritization, and influence skills in a fast-paced environment, required.
• Experience managing work priorities across multiple systems (CC&B, Servicelink, Irisview, Power BI, dashboards), required.
• Experience in Credit and Field Operations, required.
• Strong analytical skills with the ability to interpret operational data and provide data-driven recommendations (Required; Power BI dashboard development Preferred)

Licenses and Certifications

• Driver's License Required

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.