Customer Care Specialist II

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 2025 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 the Retail Operations Team Lead. the principal role of the Customer Care Specialist 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.

This position can either be based out of Syracuse, NY or in the Houston, TX area.

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

• Support company objectives to promote world class customer service

• Key point of contact for Brokers for all post contract inquiries

• Train members of Customer Care Team on daily responsibilities

• Analyse customer accounts and reports to identify trends and potential errors

• Support growth and scalability by identifying areas for improvement in systems and processes

• Serve as back up for Customer Care Specialist I with daily tasks

• Work closely with Billing, Pricing and Sales to understand the full customer journey to support first time resolution on customer inquiries


• Collections Escalations

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

•  1-3 years in a customer service role, preferably in the retail energy industry or related


• Demonstrated understanding of the functions of both Billing and CRM (Salesforce) systems in order to help identify, analyze and resolve customer questions


• Superior communication skills (both written and verbal)


• Strong attention to detail and follow-through


• Ability to work well as part of a collaborative team


• Demonstrated ability to proactively identify opportunities from problem solving and process improvement


• Ability to work effectively under tight time constraints to prioritize and meet customer expectations


• Ability to represent the SmartestEnergy brand effectively in all aspects of engagement with brokers, customers and other stakeholders

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 [email protected] so we can discuss with you further.

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