Digital Customer Service Owner

At AES, we raise the quality of life around the world by changing the way energy works. Everyone makes an impact every day in our small, global teams. Apply here to start an extraordinary career today.

Digital Customer Service Owner for US Utilities

We are seeking a Digital Customer Service Owner to create, support and improve the United States Digital Customer Processes for US Utilities that contribute toward AES strategy and Global Digital transformation.

The Digital Customer Service Owner owns and drives digital application (SAP IS-U Customer Service), products from vision, through requirements, design, delivery, and continuous improvement. The Digital Customer Service Owner will be a facilitator within larger multi-functional teams including Customer Service and Call Center departments. This individual is tactically oriented yet can dive into the details as needed.

Responsibilities:

• Create, maintain, and communicate plans/roadmaps engaging partners across the organization aligning and supporting company and business unit strategies.
• Create highly collaborative multi-functional partnerships within the AES matrix organization and Support Vendors to influence, identify and articulate business requirements or implement business improvements.
• Ensure business requirements or business improvements are implemented though standard configurations instead of custom developments.
• Perform Root cause analysis and error resolution related to the Customer Service Process.

Experience:

• 5 Years of experience with and understanding of Electric Utility Industry.
• 5 Years of solid experience in Customer Service Configurations integration with other modules of IS-U.
• Experience managing integrations between Customer Service and other Customer Engagement environments like Call Center and Self-Service applications.
• Solid experience with Customer Relationship Management CRM. Master Data, Profiles and formulae creation and configurations for Customer Service business processes.
• Experience of analysing and breaking down problems and information using SAP structured frameworks and methodologies.
• Knowledge of Meter to Cash business processes and SAP IS-U is desired.
• Developing plans for future business improvements and looking for innovative ways to make the most out of the system.
• Following and managing standard methodologies, processes, support models and training resources for SAP users.

Qualifications:

• IT related, Engineering (IT, Industrial, etc.), Bachelor of Business Administration or similar degree.
• SAP IS-U Certification with expertise in Customer Service Module. SAP Embedded CRM
• Salesforce Service Cloud Certification would be a plus.
• Accomplished user of Microsoft business tools including Excel, Word, and Office 365.
• SAP IS-U Customer Service Configurations, BPD, Functional Spec Preparation, Mentoring team of Functional resource, responsible for Delivery of Customer Service Module specifications and Configurations.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.