Sr Connect Specialist

Sr Connect Specialist

This position plays a vital role in ensuring positive and productive relationships with customers, community stakeholders and within the Connect team. The Sr. Connect Specialist will serve as an expert and assist the other Connect members when issues elevate, providing team leadership and guidance in matters impacting customers and the community. This position will serve as a lead to the team and engage in collaborative efforts with internal stakeholders to resolve escalated issues and work directly with the Manager on ways to mitigate negative trends.

This position is responsible for training team members on systems used to serve customers. The Sr. Connect Specialist helps manage the customer experience in a face-to-face capacity and is responsible for driving deliverables and influencing desired outcomes of non-routine, complicated or multi-faceted customer issues, or in emergency situations at residential and small commercial levels. The position will help reach and educate customers on a suite of energy efficiency products and services through a customer-facing, interactive and consultative approach.

This position helps drive positive customer experience through outward-facing community and customer engagement and relentless pursuit of customer-focused solutions.

• Provide quality customer experience that includes problem-solving, good judgment and excellent communication, which results in customer resolution and satisfaction o Approximately 40% of time spent on average over a one-year period

Effective and timely management of face-to-face customer escalations, resulting in resolution and positive outcomes (20%)

Educate and inform customers and local organizations about products and services, which increases enrollment in energy efficiency programs and teaches customers about conserving energy and saving money (20%)

Direct customers to self-service options, inclusive of making cash payments and provide support as necessary (20%)

Collaborate with internal stakeholders to resolve and mitigate escalations for short- and long-range purposes (15%)

Manage multiple tasks and/or projects competently and accurately (15%)

Open and/or close facility based on shift assignment, ensuring proper shut down of equipment and building (10%)

• Provide team leadership and strategies in building and maintaining relationships with key helping organizations; trouble-shoot to solve problems; and lead in projects o Approximately 40% of time spent on average over a one-year period

Identify and build strong business-to-business relationships with key organizations that serve our customers. Leverage the relationships to reach our customer base for education and product promotion (25%)

Facilitate training for Specialists and Ambassadors and ensure proper transfer of knowledge to help manager build/maintain a strong team (25%)

Resolve customer issues and handle high-level escalations as needed in hand-off situations from Specialists (25%)

Serve on committees, meetings, and boards to maintain presence within the network of organizations; serve as subject matter expert on outreach/education matters; and help influence outcomes (25%)

• Grow and leverage relationships with local organizations to enhance the ability to connect customers with additional resources to help customers o Approximately 20% of time spent on average over a one-year period

Effectively collaborate with external stakeholders and community partners to identify and address customer-impacting issues (25%)

Develop knowledge about key organizations, their programs, and services (25%)

Proactive and reactive response to the community and its organizations during extended outage situations (15%)

Help develop and conduct energy-related workshops/seminars for community and customer groups (20%)

Identify themes for community events and coordinate events at the site, working with a host of neighborhood agencies and non-profit organizations (15%)

• Special projects as assigned.

Education and Experience Requirements:

• Minimum 5 years' experience in the utility industry, preferably in Customer Services, Operations, or Marketing & Public Affairs

• Bachelor's…