Flexible Work Arrangement: Hybrid

The Membership Process Specialist I (II) will work with key impacted PJM areas to help resolve new and ongoing issues for applicants/PJM Members. This role will also be responsible for interfacing with members and impacted PJM departments while also providing support in implementing membership-related processes and services, and assisting in resolving new and ongoing issues for PJM Members.

Essential Functions:
Support member processes by acting as the liaison between applicants/members and key impacted PJM areas
Support processes which allow our members, stakeholders, and state agencies the ability to easily access information and find answers to their inquiries
Maintain knowledge of the business environment, objectives and requirements relative to PJM’s processes and tools and use that knowledge to develop communications for internal and external stakeholders
Support processes to ensure timely and accurate performance of all aspects of membership-related processes
Maintain a working knowledge of current issues relating to department processes
Develop and maintain training materials and guides on department processes and initiatives
Build and develop strong relationships with business customers by providing superior customer service as demonstrated by owning, communicating, and resolving issues and problems, and being responsive to needs, requirements, and deadlines
Think critically, to recognize/anticipate a problem (technical, operational, process, organization), and to identify and implement best solutions in a timely manner
Support processes and strategies to ensure that PJM membership information is accurate and meets the needs of the department and PJM organization

Qualifications & Characteristics:
Required:

- BS, Business Administration or equivalent work experience

- At least 2 years of experience

- Ability to produce high-quality work products with attention to detail
- Ability to visualize and solve complex problems
- Experience in external customer interface
- Ability to understand business needs, while establishing and maintaining a high level of customer trust and confidence
- Ability to use Microsoft Office Suite (MS-Word, MS-Excel and MS-PowerPoint)

- Experience using effective verbal and written communication skills

Preferred

- Ability to develop strong relationships with multiple departments and divisions

- Ability to use Salesforce – service console