Supervisor, Customer Experience

  • Nexamp
  • Boston, MA
  • Apr 13, 2021

Job Description

Does working for a fast paced, growing company that is making a difference in our environment excite you? Do you have a passion for making our environment better for this generation and the ones that follow? Let’s make a difference together. Join our team! 

 

SUMMARY

Nexamp is looking for a highly skilled individual to be a leader in our growing Account Management team working with our customers. This newly created supervisory position will be responsible for training, coaching, and developing customer-facing team members to excellence. This position will work day-to-day supervising Customer Loyalty Representatives and Customer Collections Specialists to ensure high quality customer service and successful collections results.


This supervisory position requires polished written and verbal skills, an ability to learn and master new things quickly and enthusiastically, a passion for organization, and attention to detail.


As it’s a new position within a rapidly growing company, you should love change, and love being challenged.


The role is a part of our Account Management organization and will report to the Director. The position has the opportunity for future growth and development amongst a group of high achieving and fun professionals.

 

RESPONSIBILITIES

  • Train, manage, and develop your team to meet and exceed customer expectations and department KPIs
  • Provide actionable customer feedback, suggestions and solutions to other areas within Nexamp
  • Participate in the development and implementation of a quality/monitoring program for the team.  This involves training, coaching, mentoring, and continuous feedback on your representative’s performance
  • Represent the voice of the customer within the Nexamp universe
  • Execute changes quickly and efficiently as business needs require
  • Provide feedback of success and areas of improvement in hiring, training, and all department processes
  • Daily review and act upon KPIs at an individual and team level
  • Taking ownership of more difficult cases/escalations, researching, using multiple systems (Netsuite/Salesforce/Internal Portal) and inter-departmental and external (utility) resources to provide an acceptable solution for Nexamp subscribers
  • Utilize metrics to enhance team member’s skills, and follow-through to improve representative’s performance
  • Ensure the team follows all applicable processes and laws in regards to collections processes
  • Work closely with Nexamp’s Billing team on overall execution of goals, priorities and structure
  • Address issues impacting customer excellence with speed and urgency, working with internal teams to drive positive outcomes

 

QUALIFICATIONS

  • Bachelor’s degree or equivalent experience
  • 3+ years of relevant experience, including supervisory experience
  • Possess strong interpersonal skills
  • Industry experience or educational background a plus, but not required
  • Strong written and verbal communication skills
  • Self-motivated with the ability to efficiently balance multiple competing areas of work
  • Accountability and follow-through skills
  • Enjoy learning new things and is comfortable working in a changing/growing environment
  • Passionate about the customer experience
  • Successful history working with collections
  • Familiarity with Salesforce

 

PERKS & COMPENSATION

Not only will you get to work with a group of innovative, dedicated, and motivated peers, you will also have access to all the benefits that Nexamp Offers! This includes: our competitive compensation package; a 401 (k) employer-match; health, dental, & vision insurance with company contribution; Flexible Paid Time Off; Commuter Benefits and Cell Phone Reimbursement. We provide healthy snacks, coffee, in-office and online yoga sessions, volunteer opportunities, company outings, and more!

 

NEXAMP VALUES AND MISSION

Building the future of energy so it is clean, simple and accessible

Nexamp is building the energy infrastructure of tomorrow and reinventing the way people interact with the electricity that powers their lives. By deploying a distributed network of locally sourced clean energy, we seek to reduce the negative effects of climate change. Our team’s diverse experience drives innovation from the ground up and with a singular passion: to deliver an accessible and sustainable energy future for all.

Sectors

Energy

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Nexamp