Customer Experience Specialist

POSITION SUMMARY

Inspire is looking for a Member Experience Specialist to help us provide unparalleled support to members over the phone, email and live chat. As a member of our Mx team, you'll represent the Inspire brand and strive to create an extraordinary experience while helping our members power their homes with 100% clean energy.  If you are someone who loves to connect with, help, and support people, this is the perfect role for you!

THE MEMBER EXPERIENCE SPECIALIST HAS EIGHT MAIN RESPONSIBILITIES

1. Deliver customer service of the highest quality over the phone, email and live chat
2. Retain members thinking about cancelling their clean energy subscription by effectively communicating the value of clean energy
3. Empathize and connect with members
4. Work closely with your counterparts in our bicoastal office to create a unified office culture
5. Resolve member issues while focusing on first contact resolution
6. Develop an ownership mentality by contributing daily to the overall strategy of the department
7. Participate in short term, interdepartmental rotational projects
8. Champion for our members in internal discussions, and help our Product, Sales, Technology, and Marketing teams prioritize improvements to members’ experience

SUCCESS METRICS

• Maintain quality average of 90% or better
• Maintain retention rate of 50% or better
• Handle monthly productivity goal

EXPERIENCE

• Must Have
  • 1+ year experience working in customer facing roles (service, retail, etc)
  • A desire to change the world through clean energy
  • Intrinsically motivated individual, detail-oriented, and high personal accountability
  • Ability to retain customers and handle challenging calls with positivity and professionalism
• Nice to Have
  • Bi-lingual (Spanish)
  • 1 year of inbound sales, outbound, or retention experience