Customer Service Coordinator

Description

Call outs:

• The worker will not be reporting to an office location but will instead travel to customer sites on a day-to-day basis.

About the Position

As a Coordinator, you'll work directly with our most vulnerable customers and the various external support agencies and advocacy groups that support them. Your mission will be to improve the lives of these customers by driving awareness of, enrollment in, and engagement with the various tools and programs available to help income-eligible customers manage the affordability and volatility of their monthly energy spend. You will also serve as the voice of these customers internally, representing their interests, perspectives, and needs as the organization continues to develop its strategies and approaches to better serving income-eligible customers and the programs and offers put in place to do so.

Position Responsibilities

• Work with customers one-on-one regarding billing, payments, negotiating payment agreements, Low Income Heating Assistance Program (LIHEAP), outage preparation, protections certification, and energy efficiency support.
• Develop relationships with internal and external stakeholders to obtain and share information on social care opportunities and developments, as well as provide technical advice and build bases of influence.
• Identify and act on new external channels through which to engage income-eligible customers and drive awareness of and participation in relevant Company programs.
• Develop relationships with relevant external agencies and organizations, establishing your role as these external groups' "go-to" resource for energy-related programs and services and empowering them to better engage and refer their low-income constituents.
• Manage and prioritize referrals from email, vendors, call center, field, and other internal communications in line with policies.
• Develop and manage the approach to special cases (e.g., customers with special needs), ensuring a tailored and effective response in line with expectations.
• Manage the day-to-day relationship with relevant internal parties and external agencies and bodies to understand requirements, deliver appropriate, customized solutions and advice, and build cross-functional working relationships in line with Company policies and processes.
• Through collecting and analyzing input from customer interactions and community engagement, serve as the "voice" of income-eligible customers in helping to inform and influence the design of programs and offerings targeted toward the income-eligible community.
• Serve as the public face of the Company in various community outreach settings likely to be attended by income-eligible customers, including periodic Customer Assistance Expos ("Expos").
• Ensure processes, practices, and procedures are followed in line with Company policies and are compliant with legislation and regulations.
• Develop, distribute, and prepare training materials, brochures, and supporting documentation for relevant customers and internal colleagues.
• Build upon technical/professional skills within customer advocacy to continually grow your personal contribution to the business.
• Develop and utilize a peer group network to absorb and apply technical/professional best practices within the customer and social care arena.
• Be the expert source of knowledge on the Customer Advocate team and support team members.

Qualifications

Knowledge & Experience Required

• Bilingual speaker required; Spanish preferred.
• Bachelor's degree preferred and 3 years of related customer advocacy experience.
• Demonstrated success in a customer service setting, ideally in a position focused on working with low-income customers.
• Knowledge and experience with, or the demonstrated ability to quickly learn, one or more areas of the Company's customer information systems, including CSS, customer account management, financial structures, energy management, information systems management, and document management.
• Knowledge and experience with, or the demonstrated ability to quickly learn, various forms of social service support programs available to the income-eligible community, along with a demonstrated history of communicating complex program offerings to a diverse community of potential participants.
• Knowledge of utility/energy business operations, Company policies, and practices.
• Knowledge of relevant industry practices and legislation.
• Proficient in Microsoft Office products, including Excel, Word, PowerPoint, and Access.
• Understanding of fundamental low-income program concepts is desirable.