Job Details
The ideal candidate will be able to appropriately identify the needs current customers in order to aid customers in their success using our services. This will be done by developing an appropriate level of communication with clients and internal team members to better understand and mitigate any issues the customers may face. The ideal candidate will be able to troubleshoot day-to-day problems or issues pertaining to existing customer accounts and clients that require a high attention to detail. This role is responsible for the review of requests submitted to the Energy Procurement and Operations teams, via a shared inbox or through direct outreach. This person will apply any problem solving skills and intermediate customer support experience to resolve non-technical concerns, and for more technical concerns, will delegate the request to the proper team and maintain communication and final resolution with the client.
Responsibilities
- Work cross functionally within the company to communicate with all stakeholders in customers' success and maintain work flow progress through other departments
- Create and maintain relationships with customers to better understand and achieve their needs
- Provide consistent, professional, courteous and rapid responses to clients
- Manage monthly project tracking of inquires and resolutions and maintain savings reports
- Act as main point of contact and resolve problems by clarifying issues; research and explore answers; implement solutions and escalate more challenging concerns
Qualifications
- Previous account management experience
- Articulate and well accustomed to a client facing role
- Ability to communicate effectively using Microsoft Office suite and other software and web-based applications; Microsoft Project a plus
- Able to multi-task, manage multiple workloads, take accountability and deliver results to meet competing priorities