Associate I, Key Analyst - Open/Close (Qro.) | Entry Level

The Associate I is an entry-level position within the Open/Close department, responsible for managing and following up on customer account opening and closing activities.

The role involves direct communication with customers and coordination with Utility teams to ensure services are successfully activated or deactivated.

As an Associate I you'll be responsible for monitoring each request throughout the process, identifying and following up on issues that may prevent an account from being opened or closed, and ensuring that the customer receives appropriate communication and follow-up until the service has been successfully established.

What will you do?



* Manage customer requests related to account opening and closing, ensuring that activities are completed accurately and according to established procedures.


* Maintain direct communication with customers throughout the account opening and closing process.


* Coordinate with Utility teams to request and follow up on the activation or deactivation of customer services.


* Monitor requests from initiation through completion to ensure the service is successfully established.


* Follow up with customers when an account cannot be opened or closed due to missing information, process issues, utility-related situations, or other exceptions.


* Communicate status updates and relevant information to customers in a clear and timely manner.


* Identify issues or exceptions that may impact the successful completion of a request and coordinate the appropriate follow-up.


* Escalate cases to the appropriate team or responsible party when additional support or resolution is required.


* Maintain accurate and timely information in the applicable systems and tools.


* Use Service Desk tools effectively, including filters and search functions, to manage and track assigned activities.


* Use Outlook effectively for communication, information searches, and basic mailbox organization and management.


* Understand and follow the communication flow between Open/Close, Utilities, and internal and external customers.


* Follow established SLA requirements, procedures, and quality standards for assigned activities.


* Ensure that assigned requests are properly documented and followed through to completion.


* Work collaboratively with team members and other departments to support an effective customer experience.


* Receive and apply feedback to continuously improve process knowledge and job performance.

What qualifications will make you successful?



* Ability to understand and follow established procedures and process documentation.


* Basic knowledge of Microsoft Outlook, including email searches and basic mailbox organization.


* Basic understanding of SLA management and the importance of meeting established service timelines.


* Ability to identify process exceptions and determine when escalation or additional support is required.
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