Customer Technical Advisor

Job summary

Manage complex customer, municipal, developer, and executive escalations by identifying root causes, coordinating investigations and corrective actions, and tracking issues through resolution. Obtain clear commitments and timelines from internal teams, communicate updates to stakeholders and leadership, and escalate systemic or reputational risks.

Job details

REMOTE Contract: 12 months (with extension) Office Location: Woodbridge Pay Rate: $40-45 JOB DESCRIPTION Insight Global is looking for an experienced utility professional who can independently manage complex customer and executive escalations. The successful candidate must be capable of reviewing a situation, determining the root cause and responsible parties, coordinating corrective actions across multiple departments, obtaining realistic timelines, and communicating effectively with customers and senior leadership. The ideal candidate will possess strong utility industry knowledge, exceptional communication skills, sound judgment, and the ability to manage sensitive, high-profile issues involving major customers, municipalities, developers, executives, and occasionally the CEO's office. They must be highly organized, customer-focused, and comfortable holding internal stakeholders accountable through to final resolution. REQUIRED SKILLS AND EXPERIENCE - Receive, triage, and manage customer, municipal, developer, and executive-level escalations. - Review escalation details and identify the underlying issue, responsible department(s), and required actions. - Coordinate investigations across Engineering, Design, Operations, Construction, Customer Care, System Planning, Regulatory, and external stakeholders. - Obtain clear explanations, timelines, action plans, and commitments from responsible teams. - Provide concise and professional updates to customers, consultants, developers, municipalities, senior leadership, and executives. - Track escalations through to resolution and ensure commitments are fulfilled. - Escalate systemic issues, emerging risks, and reputational concerns to management. - Prepare executive briefings, summaries, and recommendations for leadership review. Personality Traits: These are honestly more important than technical skills. This person will routinely deal with: Angry customers. Developers threatening legal action. Executive complaints. Municipal concerns. Internal disagreements. They cannot become defensive or emotional. NICE TO HAVE SKILLS AND EXPERIENCE - Utility industry background. - Experience managing executive-level complaints. - Strong project coordination skills. - Extremely organized and detail-oriented. - Able to challenge internal teams professionally. - Proven ability to de-escalate difficult customer situations. - Writes exceptionally well. - Comfortable presenting to senior leadership. - Understands risk, reputation, and customer impact. - Demonstrates ownership rather than simply forwarding emails. Vacancy: This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position. *We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.

What you’ll do

Manage complex customer, municipal, developer, and executive escalations by identifying root causes, coordinating investigations and corrective actions, and tracking issues through resolution. Obtain clear commitments and timelines from internal teams, communicate updates to stakeholders and leadership, and escalate systemic or reputational risks.

Requirements

The role calls for an experienced utility professional with strong communication, judgment, organization, and customer-focused escalation management skills. The successful candidate must remain composed in sensitive situations, coordinate across departments, hold stakeholders accountable, and communicate effectively with customers and senior leadership.

Listed skills

• Project Coordination · Preferred
• Organization · Preferred
• Root Cause Analysis · Preferred
• issue resolution · Preferred
• Stakeholder Management · Preferred
• Cross-Functional Coordination · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Escalation Management
• Executive Escalation Management
• Root Cause Analysis
• Cross-Functional Coordination
• Project Coordination
• Customer Communication
• Executive Communication
• De-Escalation
• Stakeholder Management
• Issue Resolution
• Risk Assessment
• Reputation Management
• Executive Briefing Preparation
• Utility Industry Knowledge
• Organization
• Professional Judgment

Job areas

• Customer Service & Support
• Energy
• Management & Leadership
• Administrative

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