Sr Customer Engagement Specialist
About The Position
PRIMARY PURPOSE OF POSITION This position serves a customer advocate influencing how operations can transform its business around superior customer experience. Ensures the company delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey Responsible for leading and assessing customer touchpoints across multiple journeys and projects and assuring high level of customer satisfaction. Oversee that the implementation of the customer strategy will drive change and improvements in communicating with the customer. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.
Requirements
- BS degree in Business and 4-7 years' experience, or in lieu of degree, 6-9 years of relevant internal or external business experience
- Excellent Communication Skills written and oral
- Excellent Project Management skills
- Knowledge of customer journeys
- Ability to lead high performing work teams
- Ability to communicate to all levels of organization
- Strong PC skills
- Advanced skills in problem solving, conflict management
Nice To Haves
- Effective communication to decision makers and stakeholders
- Prior experience in customer facing organizations
- Experience within the utility field
- Ability to be adaptable across various departments
- Attention to detail
- Ability to be self-guided and directed
Responsibilities
- Identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements which include our customer communication either written or oral (25%)
- Liaise with internal teams such as customer operations, electric and gas operations, claims, vegetation management to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are closed (25%)
- Regular communication with internal stakeholders such as customer operations and communications and other customer-facing teams to identify gaps and opportunities, if any in the brand experience (20%)
- Raising red flags wherever the business process billing, installation or anything pre or post sales needs correction to ensure the customer has a seamless experience with the company (20%)
- Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app (10%)
Benefits
- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $84,000.00/Yr. – $115,500.00/Yr.
- Annual Bonus for eligible positions: 15%
- 401(k) match and annual company contribution
- Medical, dental and vision insurance
- Life and disability insurance
- Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
- Employee Assistance Program and resources for mental and emotional support
- Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
- Referral bonus program
- And much more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
