• Client Manager

    Location US-PA-Audubon
    Posted Date 4 weeks ago(4 weeks ago)
    Job ID
    2018-3030
    # Positions
    1
    Category
    Customer Service/Support
  • General Position Summary

    The Client Manager provides customer service to PJM member companies and other stakeholders. The Client Manager is part of a team which serves as the primary point to provide service to these companies and respond to inquiries and requests received through multiple customer channels. The Client Manager responds to customer inquiries, calling on support of Knowledge Managers and Subject Matter Experts (SME) in other departments as needed; supports account management through analysis of call patterns and trends; and serves as the primary point of contact for member companies assigned to them. The Client Manager is responsible for gaining insights on member issues, concerns and priorities in order to increase customer satisfaction in dealing with the PJM organization. The Client Manager ensures that the Member’s input is captured accurately and used to influence enhancements to PJM’s tools, processes and services. This position reports directly to the Manager, Client Management.

     

    Essential Duties and Responsibilities

    • Participate on a team which serves as the primary point of contact for assigned members, ensures ongoing communication, and builds effective working relationships.
    • Answer the Customer Service Hotline phone, log inquiry within Salesforce and determine appropriate next steps of actions associated with the call.
    • Track all customer inquiries and issues in Salesforce.
    • Receive and process member inquiries and/or complaints and ensure timely and complete resolution.
    • Receive and execute member process requests (i.e., generation transfer, interconnections, DOA, demand bids, etc) accurately and timely.
    • Provide technical and development support of PJM systems and applications that support member processes.
    • Communicate with member company representatives on a wide variety of issues and represent PJM effectively to ensure total customer satisfaction with external customers.
    • Identify topics and frequently asked questions to ensure accuracy and consistency in responses, utilize Knowledge Articles and the Member Communities to provide value-add products and services.
    • Ensure effective use of the Salesforce system to manage customer information and use that information to enhance customer relationships.
    • Manage multiple concurrent objectives, projects, groups or activities. Work independently and use effective judgment in prioritizing and time allocation..
    • Develop strategies that meet an individual client’s needs and expectations, while at the same time accomplishing PJM’s mission and safeguarding the interests of all PJM stakeholders.
    • Conduct visits to members annually, ensuring relationships are strong and both member and PJM are working collaboratively.
    • Act as host to PJM visitors and present information to groups with the appropriate degree of formality.

    Characteristics and Qualifications

    Required:

     

    • BS. degree in Computer Science or Business Administration or equivalent work experience
    • Four years of experience in customer service related position in high technology industry
    • Ability to produce high-quality work products with attention to detail
    • Ability to visualize and solve problems
    • Ability to use Microsoft Office Suite (MS-Word, MS-Excel and MS-PowerPoint)
    • Experience using effective verbal and written communications skills

    Preferred:

     

    • Experience with PJM Markets, Planning and Operations

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