Solutions Support Specialist

Overview

Black Hills Energy is people powered and purpose driven. Our team uses the power of energy to improve life for over one million customers in 800+ communities across the West and Midwest. We seek talented, caring people who embody our core values and contribute to a culture of inclusion and growth. As an organization, we believe the best part of working on our team is our commitment to making tomorrow better than today—for our customers, communities and each other.

The Solutions Support Specialist supports the day-to-day execution of utility customer programs by performing administrative tasks (including billing resolution, invoicing processing, regulatory and compliance data gathering, and other duties), maintaining accurate records, and ensuring compliance with regulatory requirements. This role works under the guidance of the Senior Specialist and Manager of Solutions Support to deliver high-quality service and consistency across all customer solutions managed by the solutions team.

Pay Range: $20.34 - $30.82 per hour (This posting includes the full pay range for this position. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.)

Reporting Relationship: Solutions Support Manager

Location: Company Headquarters in Rapid City, South Dakota

• Process customer enrollments, billing adjustments, and service requests accurately and timely.
• Maintain program documentation and assist in preparing compliance reports.
• Efficiently navigate and gather information from enterprise billing and reporting systems.
• Support customer communications and issue resolution efforts.
• Assist in tracking KPIs and compiling data for performance reporting.
• Participate in training sessions and contribute to process improvement initiatives.
• Ensure adherence to SOPs, tariffs (as applicable), and data privacy standards.
• Investigate, track and resolve inquiries and complaints associated with solution offerings.
• Communicate with external partners and vendors to resolve service, or program issues; verify customer information.

• Assist in compiling program data for internal reporting and regulatory compliance.
• Creating and proving presentations for training purposes and communication to internal and external stakeholders.
• Quickly identify and escalate complex issues to the Senior Specialist or Manager as needed.

• Associate's Degree in business administration, customer support, customer service, or an equivalent combination of education and experience is required.
• Minimum of two years of experience in customer service, administrative support, or utility operations.
• Strong attention to detail and organizational skills, specifically in processing transactions and maintaining accurate records.
• Ability to maintain confidentiality and handle sensitive data responsibly, complying with data privacy standards.
• Familiarity with CRM systems, Microsoft Office Suite, report tools (Power BI), and data entry tools.
• Familiarity with regulatory process, tariffs, and compliance requirements in the energy and utilities sector.
• Strong organization and time management skills to handle multiple tasks and deadlines.
• Ability to follow SOPs and adherence to deadlines to ensure compliance with policies, filings, and/or audits.
• Ability to interpret customer needs and provide clear, accurate information.
• Ability to learn and adapt to new systems, tools, and program requirements.
• Ability to work collaboratively in a team environment and escalate issues appropriately.

• Effective written and verbal communication skills for internal and external interactions.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package! Annual discretionary bonuses, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, generous paid time off benefits, including paid holidays and parental leave, company paid life insurance and disability benefits (short and long term), an employee assistance program and well-being benefits, and competitive medical, dental and vision insurance.

Candidates must successfully pass a…