Business Coordinator, Client Relationship Management

Duration: 12 months assignment with possible of extension based on performance/business need Pay range: $18.67 - 24.67/hr on w2 (all inclusive)

NOTE:

The worker will not be reporting to an office location but will instead travel to customer sites on a day-to-day basis. Candidate must have their own vehicle Mileage is reimbursed it the travel is beyond what would be a daily, round-trip commute from home to office (Johnston, RI). Travel will be statewide Travel is probably 3 times per week to a CAP agency.

They are dispersed throughout the state.

Job description:

As a Coordinator, you’ll work directly with client’s most vulnerable customers and the various external support agencies and advocacy groups that support them. Your mission will be to improve the lives of these customers through driving awareness of, enrollment in, and engagement around the various tools client has in place to help income-eligible customers manage the affordability and volatility of their monthly energy spend.

You will also serve as the voice of these customers internally within client, representing their interests, perspectives and needs as the organization continues to develop its strategies and approaches to better serving income-eligible customers and the programs and offers we put in place to do so.

• Work with customers one on one for billing, payments, negotiating payment agreements, Low Income Heating Assistance Program (LIHEAP), outage preparation, protections certification, energy efficiency support.
• Develop relationships with internal and external stakeholders to obtain and share information on social care opportunities and developments, as well as provide technical advice and build bases of influence.
• Identify and act on new external channels through which to engage income-eligible customers and drive awareness of and participation in relevant Company programs
• Develop relationships with relevant external agencies and organizations, establishing your role as these external groups’‘go to’resource for all things client, and empowering them to better engage and refer their low-income constituents on our behalf.
• Manage and prioritize referrals from email, vendors, call center, field and other internal communications in line with policies.
• Develop and manage the approach to special cases (e.G. Customers with special needs) ensuring a tailored and effective response in line with expectations.
• Manage the day-to-day relationship with relevant internal parties and external agencies and bodies to understand requirements, deliver appropriate, customized solutions and advice, and build cross-functional working in line with client policies and processes.
• Through collecting and analyzing input from your customer interactions and community engagement, serve as the ‘voice’of our income-eligible customers in helping to inform and influence the design of client programs and offerings targeted towards the income-eligible community.
• Serve as the public face of client in various community outreach settings likely to be attended by income-eligible customers, including periodic Customer Assistance Expos (“Expos”).
• Ensure processes, practices and procedures are followed are in line with client policies and compliant with legislation and regulations.
• Develop, distribute and prepare training material, brochures and supporting documentation to relevant customers and internal colleagues.
• Build upon technical/professional skills within customer advocacy to continually grow your personal contribution to the business.
• Develop and utilize peer group network to absorb and apply technical/professional best practice within the customer and social care arena.