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 batching and supportive supervisory experience and will be focused on the development and follow through of business processes with a team of professionals in the Business Process group.
Duties and Responsibilities
· Responsible for supporting daily administration of Business Process activities for 1-4 programs:
o Working with Business Process Coordinator to ensure required production hours are achieved each day
o Oversee quality and performance metrics for supported programs, including At-Risk Assessment and Quality Control scoring
o Monitor and perform peer coaching on production effectiveness (per hour)
· Participate in production and customer service activities for supported programs:
o 50% time spent in production and/or customer service environment (processing applications, taking telephone calls)
oAssist with intake duties, scan incoming applications, ensuring they are complete and ready to be processed
o Ensure proper coverage of queues during lunch and regularly scheduled breaks
· Create and review batch documents for selected programs:
o Ensuring all applications in batch have received proper quality control
o Ensuring high incentive applications have received proper quality control
o Verification that alternate payees are appropriate and include required documentation
o Identification and verification of duplicates in a batch (and removal if duplicates are found)
o Verification that incentive amounts/rations are accurate for all measures included in each batch
o Creation of batch documents, including equipment summary, invoice, batch email
· Provide program specific training for supported programs:
o Reviewing of policy/procedure training with each representative
o Providing changes to scripting/processing identified by Business Process Coordinator
·Leadership:
o Assisting Business Process Coordinator with daily leadership and perform peer coaching on representative performance
o Engaging in team building activities to help representatives understand, embrace, and achieve key performance indicators.
o Providing continuous improvement suggestions to Business Process Coordinator and Operations Manager
- Other duties as assigned.
Qualifications
· Associate or Bachelor’s degree preferred
· 2-3 years of experience in a business processing in a customer service environment
· 6 months experience in batching
· 1 year of successful experience in a leadership role
· Excellent written and verbal communication, and interpersonal skills
· Strong customer service skills with both internal and external customers
· An effective team builder
· High attention to detail and organization
· Ability to multi-task
· Must be able to pass a background check.
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 26 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 Softwarehas developed and commercialized a number of industry-leading software platforms and applications, including Nexant iEnergy®, Nexant Grid360™, and Nexant iHedge®
- Nexant Utility Servicesworks with clients to drive customer energy savings, ensure cost-effective program design, implementation and management, and promote customer engagement
- Nexant Energy & Chemicals Advisoryprovides strategic planning, project development, competitor analysis, market and price forecasting, and NexantThinking™, a subscription program and online product portal .
- Nexant Government Services works with US government partners, international development agencies, and international financial institutions to assist developing countries with their energy sector policies, institutions, infrastructure development, financing and efficient operations.
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