Client Services Consultant

The Customer Engagement Consultant will be responsible for leading a program team in customer engagement efforts and managing all related activities for a multifamily energy efficiency utility program. This position will oversee customer relationships with multifamily building owners and facility managers to drive participation in program services including energy savings project identification and coordination, contractor bid evaluation, and the processing of various prescriptive and custom utility rebates. We are looking for someone with a background in energy efficiency, strong sales and/or customer service communication skills, and ability to develop team members within a matrix organization. This position will be required to travel regionally up to 40% of the time, including occasional overnight travel. Key Responsibilities Manage all customer engagement activities within the program, including managing day-to-day activities (e.g. data analysis, strategic planning, developing standard operating procedures, budgeting and managing expenses), taking the lead to resolve challenging customer service issues to ensure customer satisfaction, and providing status updates to the program leadership team. Lead and oversee team member efforts across the program’s portfolio to increase participation from existing customers. Develop team member proficiency in effective customer engagement communication methods to creatively meet the objectives, key results, and key performance indicators of the customer engagement task. Manage contact portfolio to promote the energy efficiency program to customers and non-customer project stakeholders such as cities, funding programs, and contractors. Discuss technical elements of energy-consuming equipment and energy savings measures (e.g. lighting, HVAC, domestic hot water, building envelope, demand response) with customers and contractors. Work with building owners and property managers to provide energy efficiency project advice and assistance in participating in energy efficiency rebate programs. Enter data into spreadsheets and databases to determine energy savings and to manage current projects in collaboration with other team members. Required Skills Four-year degree AND 3-5 years of experience in the electric/gas utility field, HVAC or commercial lighting sales, multi-family facilities management, or commercial energy conservation management OR two-year degree AND 5-7 years of experience in the electric/gas utility field, HVAC or commercial lighting sales, multi-family facilities management, or commercial energy conservation management. Strong sales and/or customer service communication skills, both verbally and in writing, that authentically build trust and influence without authority. Strong project management skills, managing scope, schedule, budget, and deliverables while meeting client expectations. Proven ability to coordinate, guide, and review work from staff and partners to ensure quality and accountability. Detailed and organized self-starter with the ability to prioritize a workload and proactively identify and resolve problems. Proficiency in Microsoft Office applications is essential, with a strong emphasis on Teams for collaboration, Excel for data analysis, and Word for producing technical reports. Must be willing and able to contribute in a team environment, while also possessing the capability to perform work independently. Must be able to travel up to 40% of time for customer meetings including occasional overnight travel. Preferred Skills Previous experience supporting staff performing proactive customer engagement activities. Knowledge of building systems, energy efficiency, and how customers make decisions regarding energy usage. Knowledge of energy and finance calculation concepts such as kWh, Btu, Dth, simple paybacks, and ROI. Strong data entry skills to enter information in tracking systems/databases and ability to analyze and interpret the data to solve practical problems. Familiarity with project management software such as Asana or Deltek Vantagepoint. Ability to coordinate travel logistics for off-site activity. #J-18808-Ljbffr