Sr Customer Support Champion

Company: Constellation
Location: Baltimore
Posted on: April 24, 2024

Job Description:

COMPANY OVERVIEW

As the nation's largest producer of clean, carbon-free energy, Constellation is a company purposely-built to meet the challenges of the climate crisis. Constellation has been the leader in clean energy production for more than a decade and we are growing our company and capabilities. Now, we're accelerating, speeding our low-carbon or no-carbon power to more people in more places, day and night, providing our customers and communities with options to buy, manage and use energy as part of their decarbonization mission. The race is on to confront the climate crisis and Constellation is ready to meet the challenge. Come join us as we lead energy, together.

TOTAL REWARDS

Constellation offers a wide range of benefits and rewards, designed to help our employees thrive professionally and personally. In addition to highly competitive salaries, we offer a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including a robust wellness program; paid time off for vacation, holidays and sick days; and much more.

Expected salary range of $82,800 to $92,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).

LOCATION

This is a remote position. Up to 15% travel is required, to attend customer-site and in-office meetings as required. Candidates must reside in the United States and be willing to work a corporate, day-shift schedule on Eastern Standard Time.

PRIMARY PURPOSE OF POSITION

Arise Energy was founded with the simple mission to make corporate energy purchasing easier. Our proprietary, self-service, online platform lets customers take control over their energy purchasing and our client-focused team of advisors help customers achieve cost, budget and sustainability goals. Arise Energy is an independent subsidiary of Constellation, a Fortune 200 clean energy leader.

The Sr Customer Support Champion is responsible for providing (1) post-sale issue resolution, (2) deal support and (3) account management services that improve renewal rates and customer satisfaction. The Sr Customer Support Champion position is the face of the Arise Energy brand to our customers and plays a key role in delivering a best-in-class customer experience. This position monitors the day-to-day workflow activities for issue resolution, maintains communications & relationships with customers throughout their contract term, and administers the renewal process for customers. This position will provide leadership and feedback to team members and champion teamwork and best-practices across the functional team.

PRIMARY DUTIES AND ACCOUNTABILITIES

Address, resolve and track customer service issues: Review and address customer service issues. Receive incident requests from customers, Arise Energy operations team, or suppliers via email, phone, chat or through Arise Energy portal. Create and monitor service tickets. Address customer issues and resolve tickets (including managing ticket escalation and coordination across the team) and meet Service Level Agreements (SLAs). Issues may include billing discrepancies, account name changes, account additions or drops, supplier notifications.

Manage Renewals Process: Proactively develop relationships and provide support to increase customer retention. Responsible for house accounts (no BDM alignment) and those customers aligned with their assigned BDMs. Communicate and work collaboratively with all teams. Responsibilities may include requesting quotations, presenting renewal pricing proposals, and presenting contracts to customers. Working closely with internal operations and pricing team members. Execute Customer Communications: Schedule and execute timely emails and calls to customers throughout their contract term to deliver an exceptional customer experience and ensure future renewals. Communications may include welcome calls, first invoice review, touchpoints, and quarterly account review invitations. Understand and clearly communicate value proposition of most products and components.

Administer Account Reviews: Initiate quarterly account reviews with current customers to address and document customer concerns, changes in their business profile (locations, ownership, contact information), energy usage or budget issues. Account reviews may be done independently or in collaboration with an assigned Business Development Manager (BDM).

Maintain Customer Relationships: Demonstrate proactive behaviors to strengthen customer relationships. Strong ability to connect the dots between the customer and their objectives to form an energy budget management strategy to meet their needs. Strong understanding of market drivers and impacts on supply and demand and uses this information to identify opportunities. Data Management & Process Improvement: Maintain data hygiene in CRM, report on quarterly KPI results and contribute to training/initiatives on areas of improvement across the team.

MINIMUM QUALIFICATIONS

5+ years of energy industry experience

5+ years of sales, sales support or account management experience

Highly proficient in Word, Excel, PowerPoint, and Outlook

Exceptional written and oral communication skills to function in a team environment and to maintain rapport with employees and customers.

Strong analytical skills, attention to detail, problem-solving, and independent decision-making.

Ability to effectively build and maintain relationships with internal customers.

Flexibility on the job and the ability to juggle multiple competing priorities.

Ability to maintain confidentiality of all information always

PREFERRED QUALIFICATIONS

Prior experience providing inside sales, sales support, account management, or customer support for an eCommerce or digital platform, highly preferred

Intermediate to advanced experience with MS Excel, such as Pivot tables, v-lookups, and macros preferred

Bachelor's degree

Prior experience in the retail energy industry and/or regulated energy industry

Prior experience in using CRM and/or Order-to-Cash workflow systems

Constellation is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

Keywords: Constellation, Dundalk , Sr Customer Support Champion, Other , Baltimore, Maryland