Marketing Intake Coordinator (Hybrid)

Eversource Energy•Brockton, MA

16h•Hybrid

About The Position

This role serves as the primary point of contact for prospective residential and small to mid-size commercial natural gas customers, responding to inquiries via phone, email, and website. The coordinator will resolve inquiries related to natural gas installation, guide customers through the conversion process, and educate them on the benefits of natural gas. A key aspect of this role is providing an excellent customer service experience, utilizing technology such as Salesforce, mapping, and billing systems to assist customers. The position plays a crucial role in revenue growth and customer satisfaction by working closely with the sales organization.

Requirements

Knowledge of residential and commercial customers, residential sub-divisions, industry and economic trends, market segments and customer support strategies.
Knowledge of end-use equipment, energy alternatives including fuel comparisons, installation of natural gas facilities and energy efficiency programs and services.
Four plus years of related experience, preferably in account management, customer service, sales or related areas is required.
Must be available to work emergency restoration assignment as required.
Must be available to travel between MA and CT as necessary.
This position is categorized as safety-sensitive for the purpose of drug testing.
Successful applicants shall be subject to a pre-assignment drug test if the individual is currently in a non-safety sensitive position.
As an employee in this position the individual shall be subject to random drug testing.
Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability

Nice To Haves

Experience with Salesforce or other CRM systems, GIS mapping and customer billing systems is preferred.
Working knowledge of the energy efficiency programs in both Connecticut and Massachusetts, including financing options and rebates.
Associate degree in Business, Marketing, or related discipline preferred

Responsibilities

Respond to telephone, email, and website inquiries from prospective residential and small to mid-size commercial natural gas customers.
Resolve inquiries related to natural gas installation, routing them to the responsible party.
Guide and educate customers about the gas conversion process and inform them of the benefits of natural gas.
Provide an engaging and excellent customer service experience on every contact, displaying professionalism, a willingness to help and a positive attitude.
Use technology including Salesforce and multiple mapping and customer billing systems to qualify and assist prospective and current customers.
Provide customers with the appropriate contact information for follow-up.
Support the development of proactive action plans to reach consensus on customer issues.
Responsible for inquiries related to natural gas conversions of non-customers on main, low-use customers, new construction, load addition and main extension projects.
Answer questions on the availability, benefits, application, pricing options and service installation procedures for natural gas.
Establish rapport with prospective and current customers in a limited time frame.
Enter leads into Salesforce with a high degree of accuracy and attention to detail.
Route leads and inquiries to the appropriate sales representative.
Explain the refundable deposit and Contribution in Aid of Construction process clearly and when applicable.
Promote current marketing campaigns.
Ask probing questions to clarify and understand the customer’s issues to achieve first call resolution.
Handle compliance-related calls, assisting customers with installing gas heating equipment.
De-escalate customer complaints and/or frustrations by providing reassurance that their concerns will be addressed.
Anticipate situations and take/recommend appropriate action.
Provide Marketing with information on lead source and feedback on campaigns.
Work collaboratively within the team and throughout the organization.
Contribute to special projects as required.
Adhere to the team’s schedule to ensure the proper phone coverage.
Represent the Company on every interaction.