Customer Solutions Representative 2

Overview :

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients worldwide.

Job Title : Customer Solutions Representative 2

Location : Irwindale, CA, 91702

Duration : 6 Months

Job Type : Temporary Assignment

Work Type : Remote

Shift : Monday-Friday 8.00AM-5.00PM

Job Description :

Associate's degree in business or equivalent combination of education, training and experience.

Typically possesses three to five years experience resolving problems for customers and answering customer questions regarding Company programs, policies, and procedures.

Demonstrated ability to tactfully resolve moderately complex issues.

Under limited supervision, processes incoming orders. Receives, evaluates, and answers customer inquiries (phone or correspondence) of a moderately complex nature.

Tasks require some judgment. Typically requires a high school education or equivalent and three to five years experience.

Normally reports to the Customer Service Supervisor. (Add software requirements)

Excellent organizational skills, high attention to detail and exceptional customer services skills required.

Day-to-Day Responsibilities / Workload :

Validate customer account information using SAP and program databases (e.g., PV, SBP, MAR).

Review submitted MSA applications for completeness and accuracy, including model numbers, diagrams, and authorization forms.

Identify and document deficiencies; escalate unclear or complex cases to program leads as needed.

Issue service orders for approved applications and track installation status in PCI and PowerClerk systems.

Respond to inquiries regarding application status, eligibility, and installation timelines.

Conduct outreach to customers and contractors to resolve issues and gather missing documentation.

Maintain professional and empathetic communication, especially when handling escalations or sensitive matters.

Collaborate with program managers, meter technicians, and operations teams to ensure smooth application flow and installation scheduling.

Support senior specialists with administrative tasks and program-related reporting.

Participate in team meetings and contribute to process improvement discussions.

Use Microsoft Excel and other tools to track application statuses, service orders, and customer interactions.

Generate reports and perform basic data analysis to support program performance and backlog resolution

Required Skills / Attributes :

Proven ability to manage high-volume clerical tasks with accuracy and efficiency.

Comfortable working in a dynamic, high-pressure environment with frequent changes.

Strong communication skills and experience in customer-facing roles.

Proficiency in SAP and Microsoft Office Suite, especially Excel.

Desired Skills / Attributes :

Familiarity with MSA application workflows, including SBP, MAR, and PCI systems.

Prior experience in customer generation, billing operations, or interconnection programs.

Understanding of service order lifecycle and meter installation processes.

Education Requirement :

High School Diploma or Equivalent

TekWissen Group is an equal opportunity employer supporting workforce diversity.