Technical Electrical or Engineering degree or equivalent practical experience
Extensive experience in residential energy, solar experience preferred
Ability to communicate complex issues clearly and concisely
Strong customer service skills and confident, professional demeanor
Responsibilities
Deliver timely resolutions for high-level customer complaints
Evaluate cases with discretion to mitigate risks and losses
Manage workload proactively while adhering to service levels
Investigate root causes of escalations and collaborate on resolutions
Act as a subject matter expert on case administration and business processes
Present escalation cases with proposed internal solutions
Understand contract terminology related to financial implications
Benefits
Join a company with globally respected investors and industry-changing patents
Opportunity to grow experience with leading partners
Comprehensive health insurance
Employee stock options plan (ESOP)
Flexible working hours
Full Job Description
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.
