Customer Lifecycle Specialist - SmartestEnergy

The future of energy is digitized, decarbonized and localized. At SmartestEnergy, 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 two offices in the US, we have three offices in the UK and another in Australia.  Further expansion is planned for 2024 and beyond which means global career opportunities for you, with plenty of potential to explore new markets. 

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

Overview

 Reporting to Head of Retail Operations, the principal role of the Customer Care Specialist is to support the customer lifecycle, including but not limited to: onboarding and enrolling customers, responding to customer requests, and ensuring the highest level of customer service and responsiveness. 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

• Customer life cycle management including processing all transactions related to serving the customer, including enrollments, drops, and rate changes

• 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 to support first time resolution on customer inquiries

• Follow up on Billing questions and provide timely resolution

• Collections Activities including phone calls and emails to customers regarding past due balances
• Ensure that information security policies and procedures are adhered to

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

•  1-3 years in a customer service role
• Demonstrated understanding of the functions of billing and CRM systems
• Exhibit superior communication skills, both written and verbal
• Strong attention to detail
• Track record of understanding the need to urgently prioritize and respond effectively to customer requests
• Strong ability to collaborate with internal stakeholders
• Energetic, driven and committed to success while working under tight time constraints and pressure

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.

We are committed to the full inclusion of all qualified individuals. As such, if a reasonable accommodation is needed to participate in the job application or interview process, please reach out to the HR & People Team via email us-hrssc@smartestenergy.com so we can discuss with you further.

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