The opportunity
We're looking for a Energy Resolutions Specialist to serve as the L3 technical resolution point of contact for L2 Unresolved technical issues.
Main responsibilities
- Deliver timely resolutions for customer complaints escalated to the highest level within the organization
- Exercise discretion and use judgment when evaluating cases, mitigating installation risks, losses, and exposure
- Maintain dcbel's established service levels while proactively managing workload with minimal supervision
- Investigate and analyze the root causes of customer escalations, partnering with other teams to develop resolutions that improve the customer experience
- Act as subject matter expert for the department by applying extensive knowledge of case administration and business processes
- Present escalation cases internally with proposed resolutions and solutions, working with counsel and business teams to address customer complaints
- Be well versed in contract terminology to understand financial implications and installation specifications
Key requirements
- 7+ years of working experience
- Techical Electrical or Engineering degree or equivalent practical experience
- Extensive residential energy experience, with solar experience considered an asset, including experience managing escalations
Bonus skills
- Bilingual French and English
Profile
- Critical thinker with a demonstrated ability to evaluate opposing viewpoints
- Ability to collaborate effectively in a team environment and remain flexible as business needs evolve quickly
- Ability to work independently, make decisions, and solve problems while thriving in a team-oriented environment
- Strong EQ, entrepreunarial mindset and resourceful and ability to communicate complex issues clearly and concisely.
- Confident, professional demeanor with strong customer service skills
- Detail-oriented, analytical, and proactive in problem-solving and root cause identification, with excellent organizational skills
- Advanced written and verbal communication skills, with intermediate mathematical skills.
- Ability and willingness to travel 75% of time
What's in it for you
- Be part of a company that is backed by numerous globally respected investors and has world-changing patents in an industry changing for the first time in history.
- Grow your professional experience amongst blue chip partners and a close-knit team of committed and experienced energy experts who deeply care about the work they do.
- Full benefits package including Health insurance, employee stock options plan (ESOP) and flexible hours.
