Sr Customer Engagement Specialist

PEPCO•Carneys Point Township, NJ

6d•$84,000 - $115,500

About The Position

PRIMARY PURPOSE OF POSITION This position serves a customer advocate influencing how operations can transform its business around superior customer experience. Ensures the company delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey Responsible for leading and assessing customer touchpoints across multiple journeys and projects and assuring high level of customer satisfaction. Oversee that the implementation of the customer strategy will drive change and improvements in communicating with the customer. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Requirements

BS degree in Business and 4-7 years' experience, or in lieu of degree, 6-9 years of relevant internal or external business experience
Excellent Communication Skills written and oral
Excellent Project Management skills
Knowledge of customer journeys
Ability to lead high performing work teams
Ability to communicate to all levels of organization
Strong PC skills
Advanced skills in problem solving, conflict management

Nice To Haves

Strong organizational skills
Strong leadership skills
Ability to be adaptability across all business needs
Previous customer facing experience

Responsibilities

Identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements which include our customer communication either written or oral (25%)
Liaise with internal teams such as customer operations, electric and gas operations, claims, vegetation management to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are closed (25%)
Regular communication with internal stakeholders such as customer operations and communications and other customer-facing teams to identify gaps and opportunities, if any in the brand experience (20%)
Raising red flags wherever the business process billing, installation or anything pre or post sales needs correction to ensure the customer has a seamless experience with the company (20%)
Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app (10%)

Benefits

Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $84,000.00/Yr. – $115,500.00/Yr.
Annual Bonus for eligible positions: 15%
401(k) match and annual company contribution
Medical, dental and vision insurance
Life and disability insurance
Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
Employee Assistance Program and resources for mental and emotional support
Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
Referral bonus program
And much more