Sr Customer Support Champion
Company: Constellation
Location: Baltimore
Posted on: April 24, 2024
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Job Description:
COMPANY OVERVIEW
As the nation's largest producer of clean, carbon-free energy,
Constellation is a company purposely-built to meet the challenges
of the climate crisis. Constellation has been the leader in clean
energy production for more than a decade and we are growing our
company and capabilities. Now, we're accelerating, speeding our
low-carbon or no-carbon power to more people in more places, day
and night, providing our customers and communities with options to
buy, manage and use energy as part of their decarbonization
mission. The race is on to confront the climate crisis and
Constellation is ready to meet the challenge. Come join us as we
lead energy, together.
TOTAL REWARDS
Constellation offers a wide range of benefits and rewards, designed
to help our employees thrive professionally and personally. In
addition to highly competitive salaries, we offer a bonus program,
401(k) with company match, employee stock purchase program;
comprehensive medical, dental and vision benefits, including a
robust wellness program; paid time off for vacation, holidays and
sick days; and much more.
Expected salary range of $82,800 to $92,000, varies based on
experience, along with comprehensive benefits package that includes
bonus and 401(k).
LOCATION
This is a remote position. Up to 15% travel is required, to attend
customer-site and in-office meetings as required. Candidates must
reside in the United States and be willing to work a corporate,
day-shift schedule on Eastern Standard Time.
PRIMARY PURPOSE OF POSITION
Arise Energy was founded with the simple mission to make corporate
energy purchasing easier. Our proprietary, self-service, online
platform lets customers take control over their energy purchasing
and our client-focused team of advisors help customers achieve
cost, budget and sustainability goals. Arise Energy is an
independent subsidiary of Constellation, a Fortune 200 clean energy
leader.
The Sr Customer Support Champion is responsible for providing (1)
post-sale issue resolution, (2) deal support and (3) account
management services that improve renewal rates and customer
satisfaction. The Sr Customer Support Champion position is the face
of the Arise Energy brand to our customers and plays a key role in
delivering a best-in-class customer experience. This position
monitors the day-to-day workflow activities for issue resolution,
maintains communications & relationships with customers throughout
their contract term, and administers the renewal process for
customers. This position will provide leadership and feedback to
team members and champion teamwork and best-practices across the
functional team.
PRIMARY DUTIES AND ACCOUNTABILITIES
Address, resolve and track customer service issues: Review and
address customer service issues. Receive incident requests from
customers, Arise Energy operations team, or suppliers via email,
phone, chat or through Arise Energy portal. Create and monitor
service tickets. Address customer issues and resolve tickets
(including managing ticket escalation and coordination across the
team) and meet Service Level Agreements (SLAs). Issues may include
billing discrepancies, account name changes, account additions or
drops, supplier notifications.
Manage Renewals Process: Proactively develop relationships and
provide support to increase customer retention. Responsible for
house accounts (no BDM alignment) and those customers aligned with
their assigned BDMs. Communicate and work collaboratively with all
teams. Responsibilities may include requesting quotations,
presenting renewal pricing proposals, and presenting contracts to
customers. Working closely with internal operations and pricing
team members. Execute Customer Communications: Schedule and execute
timely emails and calls to customers throughout their contract term
to deliver an exceptional customer experience and ensure future
renewals. Communications may include welcome calls, first invoice
review, touchpoints, and quarterly account review invitations.
Understand and clearly communicate value proposition of most
products and components.
Administer Account Reviews: Initiate quarterly account reviews with
current customers to address and document customer concerns,
changes in their business profile (locations, ownership, contact
information), energy usage or budget issues. Account reviews may be
done independently or in collaboration with an assigned Business
Development Manager (BDM).
Maintain Customer Relationships: Demonstrate proactive behaviors to
strengthen customer relationships. Strong ability to connect the
dots between the customer and their objectives to form an energy
budget management strategy to meet their needs. Strong
understanding of market drivers and impacts on supply and demand
and uses this information to identify opportunities. Data
Management & Process Improvement: Maintain data hygiene in CRM,
report on quarterly KPI results and contribute to
training/initiatives on areas of improvement across the team.
MINIMUM QUALIFICATIONS
5+ years of energy industry experience
5+ years of sales, sales support or account management
experience
Highly proficient in Word, Excel, PowerPoint, and Outlook
Exceptional written and oral communication skills to function in a
team environment and to maintain rapport with employees and
customers.
Strong analytical skills, attention to detail, problem-solving, and
independent decision-making.
Ability to effectively build and maintain relationships with
internal customers.
Flexibility on the job and the ability to juggle multiple competing
priorities.
Ability to maintain confidentiality of all information always
PREFERRED QUALIFICATIONS
Prior experience providing inside sales, sales support, account
management, or customer support for an eCommerce or digital
platform, highly preferred
Intermediate to advanced experience with MS Excel, such as Pivot
tables, v-lookups, and macros preferred
Bachelor's degree
Prior experience in the retail energy industry and/or regulated
energy industry
Prior experience in using CRM and/or Order-to-Cash workflow
systems
Constellation is proud to be an equal opportunity employer and
employees or applicants will receive consideration for employment
without regard to: age, color, disability, gender, national origin,
race, religion, sexual orientation, gender identity, protected
veteran status, or any other classification protected by federal,
state, or local law.
Keywords: Constellation, Towson , Sr Customer Support Champion, Other , Baltimore, Maryland
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