Pay Grade

10

Qualifications may warrant placement in a different job level.

Position Summary

The Customer Information Solutions Specialist (CISS) will be part of a 24/7/365 organization and is responsible for providing support between System Operations and various customer facing roles, primarily but not limited to emergency electric and gas events. The CISS will be responsible for providing detailed reporting updates on impactful, major and emergency events to Customer Strategy, Corporate Communication, Government Relations, Gas, Electric Delivery Services, Energy Supply, Products & Services, and any other customer escalation across the company. Updates will follow the Situational Awareness defined communication strategy standards. In addition, the CISS will be responsible for initial alert notifications and provide updates until resolved and be the liaison between System Operators and Call Duty Leadership, including identifying and communicating trends to prevent escalations. The CISS must be comfortable in communicating at all levels of management within various departments and external customers.

Tasks and Responsibilities

• Position will work a rotational schedule to include but not limited to day and night rotation, day-run, night-run, etc. Schedule will be formulated based upon Business Unit needs
• Ability to work flexible schedules as needed, 24/7/365 (e.g. day and night rotation, day-run, night-run, etc)
• Responsible for reporting and updating various emergency electric or gas events
• Participate in collaborating with other departments to identifying, reporting and updating various emergency electric or gas events
• Participate in identifying, analyzing and communicating effectively with customers, internally and externally regarding complex problems and issues, to include social media inquiries and planned/unplanned outage information
• Participate in collaborating with System Operations to communicate updates to leadership & customer facing roles (e.g., Customer Service, Government Relations, Military Accounts, Key Account Management (KAM), Corporate Communications, Community Engagement, and other areas as needed)
• Participate in obtaining requested information from leadership in a timely and accurate manner
• Ability to identify possible trends to prevent escalations
• Responsible to participate in Weather Event strategy and be responsible until completion for assigned tasks
• Ability to learn and easily navigate key outage system reporting tools, including NetCadOps, ITOA, Focal Point, etc.
• Ability to learn and leverage collaboration tools to effectively manage & communicate (Microsoft Teams, WebEx, etc.)
• Hold skills to effectivity communicate verbally and in writing to all levels of the CPS Energy organization and external customers
• Ability to work with a diverse group of individuals in a fast-paced environment
• Participate in other duties as assigned and support other groups as needed (Walk-In Centers, Community Events, System Operations, Workforce, peers, etc.).
  

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Experience in working with the following: SAP, ITOA, NetCadOps, Focal Point, CPS Energy Outage Maps
• Bachelor’s degree in business, Engineering or related fields
• Experience in Customer Service or Electric Grid System Operations or Utility Industry

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands