Customer Care Specialist I & II

Description

The future of energy is digitized, decarbonized and localized. At Smartest Energy, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems.

Formed in 2001, we’re an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation, we also have strong investment and infrastructure behind us. As well as our office in the US, we have three offices in the UK and another in Australia. Further expansion is planned for 2023 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.

Flexibility is vital to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, remotely or a mix of remote/office. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

When you join our Team, you will have the opportunity to contribute and make an impact every single day.

Overview

The principal role of the Customer Care Specialist I & II is to support the customer lifecycle including but not limited to onboarding and enrolling customers, responding to customer requests, and ensure customer’s receiving high quality of service. This position will also support Sales and Billing Teams with inquiries as needed. The Customer Care Specialist will be one of the primary users of SmartestEnergy’s Billing System and Salesforce CRM.

In this role, you will be involved with the following:

• Support company objectives to promote world class customer service.
• Complete customer onboarding process and enrollment.
• Customer life cycle management.
• Manage the resolution process or all customer related issues received via incoming phone calls, emails or cases.
• Help identify trends in customer satisfaction or dissatisfaction.
• Work closely with Billing, Pricing and Sales to understand the full customer journey.

Daily Responsibilities:

Customer Care Specialist I:

• Case Management
• Enrollment Rejections
• Drops
• Dormant Accounts
• Renewal
• Rollovers
• Phone Calls
• Collections

Customer Care Specialist II:

• Key Point of Contact for our Brokers
• Billing Inquiry Follow Up
• Collection Escalations
• Case Escalation

To be successful in this role, you are likely to have the following skills/experience:

• 1-3 years in a customer service role.
• Superior communication skills, both verbal and written.
• Strong attention to detail.
• Energetic, driven and committed to success while working under tight time constraints and pressure.
• Strong ability to work collaboratively within teams.

Diversity

Celebrating our inclusive and diverse culture is core to what we do. We value everybody irrespective of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability and genetic information (including family medical history). EOE.

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.

Job Type: Full Time

Pay: $50,000-$75,000

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