Customer Care Specialist – Folsom, CA (Req#CCS01)

December 7th, 2017

About Trimark

Trimark’s systems and services support regulatory and operational compliance solutions for complex systems associated with critical infrastructure – electric loads, power generation, water infrastructure and other similar applications.

Trimark Associates is the leading provider of reliable, affordable revenue-grade metering, SCADA, monitoring and reporting solutions for the electric power industry. Trimark clients range in size from small 1 MW solar projects to a 2.3 GW nuclear power plant. Simply put, we provide systems and services that power producers, utilities and independent load serving entities need to participate in organized electric markets and the information ISO’s and Balancing Authorities need to manage the bulk electric grids. Our team designs systems from concept to commissioning, including system and network architecture, software development, component assembly, technology configuration, installation, testing, certification, ongoing support and maintenance.

Description

Trimark is seeking an experienced Customer Care Specialist to provide end-to-end customer service in a highly technical and fast-paced environment. The ideal candidate will be responsible for day to day customer service operations including customer communication and issue resolution or escalation, reporting and execution of established service level agreements and metrics, providing O&M service, and assuming a customer advocacy role internally when appropriate. They will work closely with internal business stakeholders to determine and implement best practices, ensure adequate resourcing and adherence to policies and procedures.  Must be able to work independently and/or with a collaborative team. Responsible to perform other duties as assigned.

Requirements

  • Act to prevent, troubleshoot or resolve complex technical, commercial and relationship issues between Trimark and existing customers, to the satisfaction of both the customer and Trimark, in a timely and cost effective manner
  • Effectively manage expectations set with customers
  • Customer advocacy role internally to Trimark
  • Maintain accurate, high-quality and timely documentation for all activities to resolve customer issues/questions
  • Ensure work orders (WO) are completed with accurate information to ensure engineers, meter and field technicians are prepared to accomplish tasks
  • Routinely update customers, following SLA guidelines, on active issues to gain additional information or to advise of status
  • Act as a liaison between customers and technical teams (System Integration Engineers and Meter Technicians) using advanced communication skills to elicit, document, analyze and validate customer requirements for system application

Qualifications and Experience

  • AA Degree from an accredited college or university or equivalent experience
  • Exceptional analytical, problem solving and communication skills in a technical environment
  • Two to three years of progressive experience providing customer support and problem resolution in a technical environment
  • Two years of experience utilizing a CRM or SharePoint to track and resolve issues preferred
  • MS Office to include strong Excel skills/web-based applications required
  • Typing speed 60-70 wpm
  • Valid CA driver’s license, infrequent travel to client sites may be required
  • The ideal candidate will have electric utility experience, i.e. CAISO
  • Experience as a customer advocate, while representing the needs of the company
  • Experience performing data and reporting analysis to assist in resolving client issues
  • Strong verbal/written communication, analytical, organizational, and time management skills
  • Ability to understand and manage large quantities of data from various systems
  • Operationally focused, highly motivated, self-starter who is committed to excellence
  • Ability to deliver results and meet client expectations in a fast-paced environment
  • Ability to establish working relationships with vendors, clients and co-workers

Submit your resume to Careers@TrimarkAssoc.com