Customer Experience Specialist

  • Inspire Clean Energy
  • Philadelphia, PA
  • Sep 08, 2021

Job Description

Inspire is a clean energy technology company on a mission to transform the way consumers access clean energy and to accelerate the world’s transition to a net-zero carbon future.

We provide our customers with access to renewable energy from wind, solar, and hydro powered sources without service interruptions or costly installations at a flat, predictable monthly rate. For every year that a customer spends with Inspire Clean Energy, they have a greater impact on climate change than 10 years of strict recycling.

Our rapidly growing team of mission-driven, climate enthusiasts is passionate, innovative and committed to a better future for the planet.

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

Organization Type

Company

Organization Size

101-250

Sectors

Carbon Accounting & Offsetting, Energy, Pollution & Waste Reduction

Network:

New Energy Network