Job Details
The Customer Success and Account Specialist works within a team to provide top-notch customer care and support, providing ongoing administration of the Energy Attributes and customer service for Retail Electricity Supply and CSS customers. Working on the aggregation of Solar Renewable Energy Certificates (SRECs) and Alternative Energy Certificates (AECs), the Specialist supports the maintenance of mostly residential customer accounts, providing existing customers with quarterly production and payment reports and new customers with technical review and submission of applications. Further, the position will support our commercial retail electricity supply and CSS divisions. As the primary point of contact for our retail and CSS customers, you will onboard new customers, run regular business reviews to ensure customers get full value from our services, and partner with our sales team to capitalize on expansion opportunities while reducing churn risk. You will work closely with our product specialists, sales, and operations team to act as the trusted energy advisor to our customers. This is an in office position to ensure seamless interaction with the sales team and sales operations team.
Essential Duties
- ongoing relationships with 2,000+ customers, ensuring quality control and high satisfaction across our SREC and AEC aggregation programs, with thorough support for customers questions regarding quarterly energy production and payments;
- quarterly production and payment reporting to customers, in collaboration with the finance team, gathering data from multiple points to generate final customer reports that must be meticulous and error-free;
- technical review of documentation for system installation to ensure they meet all current state policies and program requirements with detail-oriented accuracy;
- regulatory documentation for customers in Department of Energy Resources and MassCEC PTS applications with detail-oriented accuracy;
- ongoing customer care needs such as information requests, enrollment cancellations, dropped accounts/customers and any other EDI remittance processes as needed as part of the operation team;
- regulatory documentation for customers with Department of Energy Resources and electric utility applications with detail-oriented accuracy;
- as the customer s primary point of contact.
- with Retail and CSS onboarding process.
- quarterly business reviews with operations and sales and sales operations.
- customer questions and directs inquiries to the appropriate party.
- problems & resolve billing and other customer issues.
- as trusted energy advisor by ensuring customers see value in our proposals.
- with the sales team to retain & expand our customer base.
- share customer feedback with product and sales teams.
- with all stakeholders to ensure a high-quality customer experience.
- streamline documentation and reporting, including automation as appropriate.
Successful candidate
- Nice to have data driven operations and administrative experience
- Highly skilled in Microsoft Office, specifically Excel, and knowledge of online CRMs, and in the digital landscape
- Learns quickly and thinks critically to solve problems in a fast-paced environment while staying organized
- Excellent time-management skills and attention to detail to ensure accurate follow through on tasks and projects to meet deadlines
- Maintains harmonious working relationships with customers and staff
- Flexible and positive, takes initiative, and demonstrates good judgement, and follows through on tasks and projects to meet deadlines
- Knowledge of and interest in renewable energy technology and/or energy supply