Description:
Serve as the primary contact for customers requesting new utility installations, guiding them from initial inquiry through service activation. Ensure a seamless, customer-focused experience by coordinating internally and proactively managing each order.
Responsibilities
- Act as the single point of contact for customers, providing updates, addressing inquiries, and ensuring clear communication throughout the new install process.
- Collaborate with internal departments (distribution, billing, construction) to schedule and complete installations, maintaining accurate records in CRM and proprietary systems.
- Educate customers on utility services, energy efficiency, and future needs (e.g., EV chargers, expansions), aiming to anticipate and resolve issues before they arise.
- Track and manage multiple orders daily (average 5 new orders per day), following up on active projects and ensuring deadlines are met.
- Contribute to process improvements, with a long-term vision for a transparent, trackable customer experience (e.g., order status tracker).
- Build strong working relationships with internal teams, influencing and collaborating to resolve challenges and deliver results.
- Mentor and guide new team members, share best practices, and foster a cooperative, problem-solving environment.
- Adjust work activities based on customer needs and time constraints, occasionally flexing hours to accommodate customer schedules.
- Assist in scheduling jobs, planning project activities, and ensuring safe, effective communication of project details.
- Be flexible to support the customer support team during times of high call volume during power outages.
Essential Skills
- 2+ years of utility industry experience with a Bachelor's Degree, 4+ years related experience with an Associate degree, or 6+ years related experience with a high school diploma/GED.
- Experience in a role that interacts with customers.
- Relevant industry experience in Construction, ACE, Telecommunications, Utilities, Manufacturing, etc.
- Proficiency in any CRM software and MS Office applications.