About the Job 

 

We are currently seeking a Senior Specialist to support the Energy Efficiency - Implementation Support team in our Salt Lake City, UT office. The successful candidate will have 6 months to 1 year of customer service experience and will be focused on the development and follow through of business processes with a team of professionals in the Business Process group. Schedule Monday through Friday 7:00 am to 4:00 pm or 8:00 am to 5:00 pm. 

 

Duties and Responsibilities 

·        Responsible for supporting daily administration of Business Process activities for 1-4 programs:

·        Working with Business Process Coordinator to ensure required production hours are achieved each day

·        Oversee quality and performance metrics for supported programs, including At-Risk Assessment and Quality Control scoring

·        Monitor and perform peer coaching on production effectiveness (per hour)

·        Participate in production and customer service activities for supported programs:

·        Ensure proper coverage of queues throughout the day and make sure work is completed on time

·        Provide program specific training for supported programs:

·        Reviewing of policy/procedure training with each representative

·        Providing changes to scripting/processing identified by Business Process Coordinator

·        Communicate effectively as part of team approach with other departments in servicing customers.

·        Provide customer service activities such as responding to emails and phone calls.

·        Provide exceptional customer service and call handling in a customer centric environment.

·        Safeguard confidential customer information

·        May provide peer training to co-workers job shadowing support as assigned in area of responsibility

·        Willing to support any program within the department as assigned.

·        Assisting Business Process Coordinator with daily leadership and perform peer coaching on representative performance

·        Engaging in team building activities to help representatives understand, embrace, and achieve key performance indicators.

·        Providing continuous improvement suggestions to Business Process Coordinator and Operations Manager

·        Lead and demonstrate by example, by having a strong knowledge of work and positive attitude

·        Other duties as assigned. 

Qualifications 

·        1-2 years of experience in a customer service environment

·        Excellent written and verbal communication, and interpersonal skills

·        Strong customer service skills with both internal and external customers

·        An effective team builder

·        Demonstrate the ability to lead others and provide coaching/feedback

·        High attention to detail and organization

·        Ability to multi-task

·        Must be able to pass a background check and drug screen.

Salary and Benefits (U.S.)

Nexant offers competitive salaries based on candidate's qualifications. Nexant also offers three weeks paid vacation per year, eleven paid holidays per year, a 401(k) plan with employee matching funds and an overall comprehensive benefits package.

 

About Nexant

Nexant is a globally recognized software, consulting and services leader that provides innovative solutions to utilities, energy enterprises, chemical companies and government entities worldwide. Founded in 2000 and headquartered in San Francisco, Nexant and its 500+ employees work from 32 global offices providing deep technical expertise and regional knowledge to improve customer engagement, boost operational efficiency, reduce costs and achieve superior business results.

Nexant supports clients through four distinct business units:

• Nexant Energy Software has developed and commercialized a number of industry-leading software platforms and applications, including Nexant iEnergy®, Nexant Grid360™, and Nexant iHedge®

• Nexant Utility Services works with clients to drive customer energy savings, ensure cost-effective program design, implementation and management, and promote customer engagement
• Nexant Energy & Chemicals Advisory provides strategic planning, project development, competitor analysis, market and price forecasting, and NexantThinking™, a subscription program and online product portal .
• Nexant Government Services assists developing countries with energy sector policies, infrastructure, financing, and access to affordable electricity.

 

Every day, Nexant employees partner with customers to reimagine the world we live in and create a more sustainable energy tomorrow.

 

Nexant, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.