Senior Associate, Member Experience System Management

ABOUT US

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

The Sr. Associate, Member Experience (Mx) Systems Management position will be a knowledge expert for all Mx software/systems in order to troubleshoot issues, monitor, and improve Mx performance. They will also handle Tier 1 escalation resolutions, and assist with Mx productivity during peak volume.

THE SENIOR ASSOCIATE OF MEMBER EXPERIENCE SYSTEMS MANAGEMENT HAS FIVE MAIN RESPONSIBILITIES

• Monitor and evaluate monthly individual and team Mx Performance
• Assist with Mx productivity during peak volume
• Maintain and improve Mx omni-channel platform (Gladly)
• Maintain Mx Knowledge Platform (Guru)
• Assist with Tier 1 Escalations

SOME YEAR ONE DELIVERABLES

• Become knowledge expert with Guru (MX Knowledge Platform) and take over day to day management.
• Develop and implement daily Team performance announcements
• Achieve monthly SLA within Gladly
• Ideate and lead 1-2 initiatives that have a positive impact on department KPIs.

SUCCESS METRICS

• 100% Guru Adoption Rate
• Improve Phone SLA to 85%
• CSAT score of 85

DESIRED TRAITS

• Attention to detail - Presentation and Data Reporting
• Positive attitude
• Ongoing desire for self, team, tool improvements.
• Confidence to debate leadership decisions but also can accept outcomes.
• Outside the box thinking for creative solutions.

EXPERIENCE

• Must Have
  • 3-4 years experience in a high contact volume call center.
  • Prior experience in front line roles, such as, retail, sales or customer service
  • Previous experience de-escalating customers
  • Interactive Voice Response (IVR) knowledge
  • KPI Tracking and ability to identify improvement areas
  • Strong attention to detail
• Nice to Have
  • Bachelor’s degree
  • Bi-Lingual capabilities (Spanish specifically)
  • Knowledge of retail energy industry
  • Previous work experience with subscription-led/monthly payment products