Connect Ambassador

Connect Ambassador

The Connect Ambassador will support efforts to serve and educate customers at Client Connect. The position involves, but is not limited to, greeting customers as first point of contact, and based on the customers needs, will answer questions and coordinate traffic flow so customers can self-serve or speak with a Connect Specialist. The Ambassador will be exposed to the facility's mission, goals, and daily operations through opportunities to support the department and attend staff meetings, programs and events, and to collaborate with team members from other departments. The Ambassador will help with event preparation and clean-up, as well as provide support to internal and external stakeholders as required for special events. The Ambassador should expect to product knowledge of Client business practices and industry trends, learn the skills associated with being an active team member including thought-generation and effective discussion, and how to successfully interact with customers and community partners.

Duties and Responsibilities:

(major "buckets" listed with average percentage of time spent on each "bucket" over the course of a year)

• Responsibility 1 Help create a positive customer experience through customer engagement and providing support to Client Connect staff
• Approximately 65% of time spent on average over a one-year period
• Greet customers and assess needs (20%)
• Effectively answer basic questions (20%)
• Manage human traffic flow within the space (15%)
• Assist customers with payments.
• Collaborate with the facility team on escalation-types and resolutions (15%)
• Other duties as assigned to support customer service needs (15%)
• Responsibility 2 Help enhance effectiveness of community engagement by supporting the team in community outreach endeavors
• Approximately 35% of time spent on average over a one-year period
• Provide assistance in event preparation and tear-down, with both internal and external stakeholders (20%)
• Assist the team as required during extended outage situations (10%)
• Help with the development of workshops/seminars for community and customer groups (25%)
• Assist with opening/closing of the facility on daily basis, ensuring systems shutdown and facility is secured (20%)
• Assist with gathering data on effectiveness of community events as it relates to growing community partnerships and/or customer feedback (25%)
• Provide customer education around Client portfolio of Energy Efficiency products and services in addition to processing enrollments for these programs when applicable.

Skills, Knowledge and Abilities:

• Solid communication and customer service skills
• Self-starter
• Outgoing and personable
• Organized with attention to detail
• Able to work well in a fast-paced environment
• Good judgment
• Knowledge of MS Office Suite
• Works well in team environment
• Professional demeanour
• Flexible and adaptable assignments, priorities, work hours/shift and obligations
• Spanish bilingual skills are an added advantage

Education and Experience Requirements:

• Position requires no less than high school diploma + Minimum 1-year experience working in customer services field; preferably in face-to-face service capacity.
• Demonstrated experience in working in fast-paced environment.
• Proficiency in working with Microsoft Office Suite