Customer Experience Coordinator

PowerMarket; New York (NY); Hybrid; USD 60,000 - 70,000; Full time

Job summary

PowerMarket is seeking an experienced support and communications professional to manage high-volume customer inquiries about community solar programs. You will handle calls and emails, explain solar concepts in accessible terms, and ensure subscribers stay engaged with our energy services.

The role requires strong communication skills, call-center experience, and the ability to learn state and utility rules related to renewable energy programs.

Qualifications

• Previous call-center or customer service representative experience is required.
• Fantastic verbal and written communication skills.
• Verbal and written Spanish language fluency preferred.
• Must be based in the New York City Metropolitan Area.
• Passion for the clean energy industry and a strong desire to learn more.
• Strong computer literacy.
• College degree in communications or related field of study preferred or equivalent professional experience.
• Comfortable working in a fast-paced environment.

Responsibilities

• Address questions and concerns for prospective and current community solar subscribers in a fast-paced, high-customer volume environment primarily over phone and email
• Explain complex solar and energy industry concepts in accessible terms
• Provide excellent customer service by quickly answering questions, anticipating and addressing people’s concerns, and troubleshooting technical problems
• Collect, analyze and share customer feedback to internal teams to improve customer service experience
• Draft email templates, scripts, and other materials to support customer interaction
• Assist customers with billing issues both simple and complex
• Ability to quickly learn about state and utility rules and processes as they relate to participation in a renewable energy program

Skills

Call center experience

Verbal and written communication

Spanish language fluency

Computer literacy

Fast-paced environment

Education

College degree in communications or related field

Job description

PowerMarket is a growing company working at the intersection of energy, policy and technology that believes the future of the clean energy industry is digital. In addition to launching exciting new clean energy products and services, we're a national leader in community solar and provide solar developers, utilities, and municipalities with a technology and services platform to manage their clean energy program offerings.

We are a mission driven, 100% employee-owned company that’s growing rapidly. We work out of a fantastic co-working space located in midtown Manhattan, and support remote and hybrid work environments with many employees choosing to go into the office a couple days each week. Although we are open to remote candidates, very strong preference will be giving to people local to the NYC region for this role.

ROLE OVERVIEW

We're looking for an experienced support and/or communications professional with direct call center experience. In this role, you will help people understand the benefits of community energy programs, facilitate their enrollment, and provide excellent customer service to ensure they remain active participants.

Responsibilities

• Address questions and concerns for prospective and current community solar subscribers in a fast-paced, high-customer volume environment primarily over phone and email
• Explain complex solar and energy industry concepts in accessible terms
• Provide excellent customer service by quickly answering questions, anticipating and addressing people’s concerns, and troubleshooting technical problems
• Collect, analyze and share customer feedback to internal teams to improve customer service experience
• Draft email templates, scripts, and other materials to support customer interaction
• Assist customers with billing issues both simple and complex
• Ability to quickly learn about state and utility rules and processes as they relate to participation in a renewable energy program

Qualifications

• Previous call-center or customer service representative experience is required
• Fantastic verbal and written communication skills
• Verbal and written Spanish language fluency preferred
• Must be based in the New York City Metropolitan Area
• Passion for the clean energy industry and a strong desire to learn more
• Strong computer literacy
• College degree in communications or related field of study preferred or equivalent professional experience
• Comfortable working in a fast-paced environment

Salary

$60,000 - $70,000 USD