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Work Management Specialist I - Duncan, SC or Spartanburg, SC
About the position
This position is the learner level of the Work Management Specialist classification hierarchy. This position is responsible for providing work management support for Distribution, Customer Experience & Services, while working within the parameters of established processes and standards. This position may also be utilized to provide basic administrative support to multiple managers and serves in a non-exempt capacity. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing quality customer service.
Responsibilities
- Provides quality customer service and support to Distribution, Customer Experience & Services
- Ensures work is scheduled and executed timely
- Efficiently uses available tools or systems to effectively communicate reliability details to external customers.
- Ping meters during storms.
- Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends
- Takes ownership of customer issues and problems until resolved, requesting assistance as needed.
- Facilitates communication between internal and external customers
- Reports job status details to appropriate personnel as needed - communicating daily with C&M and Designers to ensure customer's needs are met.
- Builds knowledge and skills through training of construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services
- Assist with preliminary research and root cause analysis for customer issues
- Collaborates with other work groups to ensure desired customer experience
- Professional and courteous in all contacts
- Initiates facility/security requests (broken printers, lights, cameras, etc.)
- Assists with maintenance of IBEW 1393 contract compliance
- Creates and maintains joint use notifications with other utilities
- Appropriately dispatches daily work to field performers
- Maintains office record retention files
- Maintains confidential Company/Employee information in a professional and discreet manner
- Orders office supplies
- Ensures outgoing mail is in appropriate location, sorts incoming mail and delivers packages daily
- Assists Managers with meeting minutes, action items, office logistics while performing other Work Management duties
- Updates local bulletin boards with required reference materials - Cost Management
- Applies correct general ledger accounting in all work-related applications and functions within area of responsibility. Accurately processes vendor invoices via CAPS; includes setting up vendor/W9 in Business Automation Platform and ensure accounting and vendor financial is correct.
- Assist in reconciling work order materials, labor, and equipment to represent actual field construction.
- Assist in resolving errors and prepares for close-out of construction work orders in work management system,
- Developing skill sets to report units of property to asset accounting accurately
- Ensures timesheet is accurately recorded in time management system in accordance with payroll guidelines. Screens Field Performer's timesheets to ensure accuracy and notifies C&M Supervision of any discrepancies.
- Creates reconciliation of credit cards and creation of expense reports for reimbursable items not purchased on company credit card and ensures proper GL accounting is applied
- Creates appropriate work order to complete follow-up work
- Processes Invoices and Customer Billing
- Assist with managing Office Supply needs/including potter supplies - Reliability
- Prepares for and provides emergency restoration support dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, and updating ETORs as needed.
- Supports the Distribution, Customer Experience & Services reliability programs or processes using appropriate work management applications - EE Engagement/Safety
- Supports Human Performance safety culture through active participation in safety meetings
- Follows ergonomics and office safety guidelines
- Supports corporate initiatives
- Demonstrates a commitment to continuous learning and development
- Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)
Requirements
- High School/GED degree
Nice-to-haves
- Demonstrates excellent customer skills
- Exhibits flexibility and dependability during normal work schedule and emergency storm restoration
- Collaborates effectively in a team environment
- Demonstrates knowledge of Microsoft Office software
- Possesses effective written and verbal communication and interpersonal skills
- One to three years of providing customer service support
- Effectively manages stressful situations
