Customer Service Specialist

Overview

Training is conducted onsite, five days a week.

• Onsite for training; fully remote after training
• Part-time role (minimum 22 hours/week
  )
• Hours may increase to 36+ per week if the contingent worker is available
• Required availability:
• Holidays: 7:00 AM – 4:00 PM

The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads for field service personnel to support daily operations, customer service commitments, and emergency response. This role serves as a critical point of contact for technicians, first responders, and emergency customers, ensuring timely, accurate, and professional resolution of service needs.

The SSA supports after-hours operations and contributes to maintaining 24/7/365 emergency coverage across the service area.

The SSA supports the Planning & Progression Department
, a centrally-led and regionally-executed team responsible for receiving, routing, and assigning all service orders for the Natural Gas Business Unit
.

This role requires:

• Independent judgment and analytical skills to optimize workloads in a dynamic operational environment
• The ability to assess service calls and emergencies and apply appropriate human relations skills
• Coordination of service and emergency response across a three-state service area operating 24/7/365

• Supports approximately 350 Service Technicians
• Helps manage an average of 56,000 emergency calls annually

• Assign, route, and adjust daily workloads for field service personnel
• Answer inbound calls from technicians, first responders, and emergency customers
• Handle complex calls requiring research, follow-up, and sound judgment
• Monitor service workflows and adjust schedules as operational conditions change
• Ensure timely, accurate resolution of customer inquiries and emergencies
• Support after-hours technician operations and emergency response coverage

• Strong analytical, problem-solving, and decision-making skills
• Ability to multitask and prioritize in a fast-paced, high-volume environment
• Excellent communication and customer service skills
• Ability to remain calm and professional during emergency situations