Position Summary:
The Customer Service Manager position is responsible for day-to-day activities of assigned customer accounts. This position shall be the customer advocate within the company while also maintaining an appropriate balance for the company interest. A company Customer Service Manager is expected to build and maintain strong, long-lasting customer relationships. This position is expected to maintain the general customer relationship, work closely with the assigned sales representative, and identify ways to provide additional services to the customer. The Customer Service Manager shall coordinate services with the customer and solve problems to effectively manage the customer’s expectations. The Customer Service Manager shall work with the operations team to meet or exceed financial & operational goals for his/her accounts.
In addition, the Customer Service Manager will oversee customer accounts and assist inter-department Team Members who are directly responsible for (i) contract renewals for current accounts (including price increases); (ii) working collaboratively with Sales on requests for pricing additional locations or services (iii) the review of customer-proposed Scopes of Work; (iv) the development of reports for managing the customer’s key performance indicators (KPI) defined by the Customer and/or Company; and (v) scheduling and attending periodic business reviews.
Duties and Responsibilities:
•Liaison between company and customer acting as the advocate for the customer.
•Engage with the operations teams to support meeting or exceeding financial and operational goals.
•Develop a comprehensive knowledge of company services, solutions, and programs.
•Manage the day-to-day communication and escalations of assigned accounts via inbound telephone calls, vendor portals and emails.
•Oversee customer escalations to resolution through coordination with other internal teams.
•Actively review PowerSecure’s PowerControl platform to coordinate emergency responses and storm support.
•Take a proactive role in communicating with the customer and meeting their needs. Meet with customer regularly to discuss upcoming services and schedules.
•Obtain feedback from customer on quality of service performed and work with delivery teams to enhance future service to the customer.
•Build and maintain strong customer relationships with each assigned account.
•Ensure all required reporting and contract compliance requirements are being met.
•Ability and authority to address customer complaints and issues, while maintaining professional demeanor at all times.
•Coordinate with the other team members to resolve problems, facilitate solutions and enhance the customer service experience.
•Engage with leadership and other departments in developing processes, procedures and strategies related to the Account Management Department.
•Onboard new customers into company’s systems and processes.
•Establish frequent customer feedback process and organize feedback to communicate to management and other departments.
•Periodic travel will be required to attend customer meetings.
•Provide after-hour emergency response as required.
Education and Experience:
•Minimum of 5 years Account Manager experience within a business-to-business environment.
•High School diploma is required.
•Bachelor’s degree is preferred.
•Previous service industry experience (Power Generation, HVAC, etc.) is preferred.
Knowledge, Skills, and Abilities:
•Capability of managing customers with tact, patience, and grace.
•Fluency with Microsoft Office product suite.
•Critical reading and analytical skills.
•Strong organizational skills.
•Ability to manage workload issues with strict deadlines and attention to detail.
•Capable of working independently and multi-tasking in fast paced environment.
•High energy level with ability to take initiative.
•Must possess excellent verbal and written communication skills.
Conformance Statement:
In the performance of their respective duties and responsibilities all employees are expected to conform to the following:
•Perform quality work within deadlines with or without direct supervision.
•Interact professionally with other employees, customers, and suppliers.
•Work effectively as a team contributor on all assignments.
•Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
•Treat all customers and colleagues with respect and dignity.
About Us:
PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.
Join Our Power Team!
We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:
•Medical, dental, vision and life insurance coverage
•Competitive pay and a matching 401 (k) plan
•Vacation, Company Holidays, Paid Time Off (PTO- personal and sick days)
•Flexible spending accounts/Health savings account
•Wellness Incentive Programs
•Employee Referral Program
PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. This position is not open to third party recruiters.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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