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Ensuring customers receive a positive experience
Delivering the desired customer experience for the Lab s prototypes to Outdoor Lighting residential and non-residential customers. Includes but is not limited to outbound sales, inbound sales support (back office fulfillment and set up), issue resolution and customer relationship building delivered via phone, email and/or social media.
Gathering, tracking and communicating relevant insights, customer activity and Voice of the Customer (a market research technique that produces a detailed set of customer wants and needs, prioritized in terms of relative importance and satisfaction).
Providing insights on how to improve and iterate prototypes including recommending improvements and / or solutions to improve prototype participation while preventing customer experience problems.
Contributing to the design and testing of the tools & applications required to accurately track, analyze and report the prototype learning or results.
Completing required processing, documentation and fulfillment accurately and in a timely fashion.
Trouble shooting and resolving customer inquiries. Includes performing data analysis/root cause investigations.
Delivering presentations regarding customer observations, issues and inquiries with various audiences to aid in decision making.
Collaborating to improve process flows. Includes updating and maintaining process documentation.
Developing, delivering and maintaining effective training and required job aids. Ensures fellow team mates are trained, informed and able to support. Shares skills and knowledge so team can deliver the required support.
Providing technical support to customers that can include residential and non-residential outdoor lighting options.
Educating customers regarding available products or services
Making recommendations for operational excellence-type improvements as well as leading initiatives to deliver improvements that ensure the next prototype will be done better, faster and cheaper.
Taking personal accountability, actively caring and being rigorous with hazard recognition in order to put Safety First so the team is accident free.
4 year degree in business, marketing, communications or equivalent
Five (5) or more years of customer facing experience (Sales, Account Management, Customer Service), marketing experience or equivalent in lieu of a degree
In addition to a degree, three (3) or more years of experience in customer facing roles (Sales, Account Management, Customer Service), marketing, market research or equivalent
Demonstrated effective analytical, problem identification, root cause analysis and resolution skills
Proven self-starter, results-oriented, requiring minimal supervision to take charge and get things done.
Experience successfully working in a team environment to achieve shared goals.
Demonstrated ability to learn new systems
Proficient with Microsoft Office products (Outlook, Word, Excel, Access, PowerPoint, SharePoint)
Experience gathering Voice of the Customer or like market research experience.
Experience working in an area of change; demonstrated comfort with iterative process design and/or prototyping.
Experience contributing successfully to the improvement (or development) of products, service and/or new processes.
Resourceful and versatile in responding to new opportunities or changing demands. Experience performing effectively in first-time situations.
Demonstrated ability to make decisions without guidelines. Ability to function in an environment without documented policies and procedures to resolve issues.
Effective at cross functional collaboration.
Demonstrated excellent interpersonal skills including communications skills, presentation skills. Excellent oral and written communication skills.
Demonstrated excellent negotiation, conflict resolution and management skills. Good facilitation skills at all levels, both within the company and externally.
Experience working with residential and non-residential customers (Customer Service, Sales, Account Management or equivalent) like energy company.
Demonstrated technical knowledge and/or ability working with electrical systems, residential and/or commercial building science including HVAC and related controls, outdoor lighting, basic internet systems/connectivity.
Advanced knowledge of various billing systems and related customer support tools. (CMS, CBIS, CIM, etc.)
Advanced knowledge of products and services preferably in all jurisdictions for all customer classes.
Comfortable working in a virtual office environment. Includes flexibility to travel.
Experience working on project teams.
Excellent time management and organizational skills. Demonstrated ability to effectively manage multiple projects, tasks and issues simultaneously with a strong emphasis on attention to detail and meeting deadlines. Possesses a sense of urgency.