Sr Customer Engagement Specialist

PEPCO•Washington, DC

2d•$84,000 - $115,500

About The 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. The position will serve as the Relationship Manager and be the face of PHI to all of it’s Solar developers. The role will be responsible for managing developer expectations and ensuring excellent developer experience.

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

Customer-oriented mindset; with relationship-building capabilities and excellent oral/written comms
Knowledge of customer service best practices (e.g., monitoring process, negotiation skills)
Liaising with external and internal stakeholders; manage expectations with external stakeholders
Problem solving and logical thinking
Commercial expertise
Understanding of technical implications on developer's projects
Comfortable operating independently and self-starting initiatives as needed to provide efficient and quality customer service
Agility navigating multiple software databases as informational resources

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 operations, project management, government affairs, economic development, engineering, interconnection specialist, special billing, claims, 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%)
Assist applicants with navigation and use of online interconnection tools; and providing guidance to, and resolving a variety of issues for, applicants such as applicable regulatory requirements and tariffs
Leverage effective working relationships with internal process stakeholders to address customer/developer inquiries
Manage developer expectations about potential shifts in timelines or expected project costs across solar developer's portfolio
Filter and answer FAQs and prioritize questions based on developer's requirements and project complexity
Engage solar developers to schedule and facilitate kick-off and update meetings; share relevant follow up info with developers
Understand developer's growth ambitions and potential future application volumes; socialize with broader set of stakeholders to inform strategic planning
Communicate with assigned developers about any delays/roadblocks within their portfolio of projects

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