Energy Efficiency Coordinator
1. Role and Scope of Position:
This position is responsible for providing accurate and timely responses to Renewable Energy Program customer inquiries including the Smart Program in MA. Communication may occur via multiple channels including inbound calls, outbound calls, emails, and text. Assists in process improvement and customer experience projects to improve programs over time. Assists Renewable Energy Programs, Manager of Operations in tasks associated with program administration as required.
?? Receives and resolves customer inquiries throughout the process.
?? Works with Utility Company IT & third-party vendors, as required, to respond to customer/installer access issues to company or statewide systems required for participation.
?? Accesses vendor??s meter installation schedule system to respond to inquiries about a planned meter installation
?? Serves as liaison with Meter Technical group when mechanical issues with meters are identified.
?? Assists the Interconnection department in responding to non-technical questions, as appropriate.
?? Partners with outside vendors and their systems, as well as required internal resources, to address customer questions regarding meter readings, incentive payments and billing credits.
?? Acts as liaison with Energy Efficiency to triage issues with or respond to questions regarding production data being stored in the ??Ways to Save?? area of the ES website.
Working hours: 8:00 AM - 5:00 PM
Demonstrates competency and proficiency in oral and written communications; is customer driven; accepts responsibility; takes ownership; is results oriented; participates in achieving team effectiveness; thinks and acts analytically; applies knowledge and skill to solve problems; and responds promptly, appropriately and constructively to internal and external inquiries.
List knowledge that is essential to perform tasks, list levels of competencies and abilities needed to performance tasks. Include such as, mechanical aptitude, computer, math, communication, etc.)
minimum of 3 years of customer service experience, which includes written (including email) and oral customer communications. Experience with Microsoft Office required.
Licenses & Certifications: NA
4. Working Conditions:
Work is performed primarily in an office environment which requires sitting, standing, walking, and using computers and telephones. Work is performed primarily in an office environment, which requires sitting, standing and general movement throughout the office. Extended hours may be required during peak periods.
5. Problem Solving & Complexity:
Work involves writing, editing, interpreting, organizing, analyzing, documenting, specifying, coordinating, & implementing. This role works in an environment that often requires the performance of multiple simultaneous activities, where deadlines need to be met.
6. Physical Aspects: List the physical demands required by the position??s ESSENTIAL FUNCTIONS ONLY. i.e. repetitive movements of hands and finger (typing)
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