OhmConnect was founded to help bring 100% clean energy to everyone. We are solving massive inefficiencies in energy markets, changing how people use and view energy, and connecting smart homes with the smart grid. We build products that connect deeply with consumers and invite them to take action to positively impact the planet, their communities, and their wallets.
Role Summary
The Customer Operations Senior Analyst is responsible for supporting all aspects of OhmConnect Energy’s (OCE’s) customer experience and call center service for the Texas market as a Retail Electric Provider (REP). This position will play a critical role in providing best in class customer service for OCE and will oversee a team of outsourced customer service Representatives.
In addition, this role will support the company’s targets by educating the consumer on the value of Demand Response (DR) and connecting smart home devices through customer service opportunities.
What You Will Do
- Manage OCE’s outsourced call center services; work with the Head of Operations to ensure all aspects of call center operations are within SLA’s.
- Create and maintain customer service training, scripts and job aids to ensure they are compliant with all market and Public Utility Commission regulations.
- Ensure call center agents are fully trained and receive ongoing updates and feedback.
- Oversee call center communications through email, phone and chat; ensuring quality service and SLA’s are met.
- Manage quality assurance process on a weekly or bi-weekly basis through call calibration and scoring.
- Handle escalated calls to mitigate PUCT/ BBB complaints.
- Collaborate with OhmConnect internal CX team to ensure a seamless process between
- Demand Response and REP customer service issues.
- Support call center outbound Collections, Retention and Renewal campaigns and provide reporting statistics.
- Assist the Operations team with providing weekly/monthly reporting on call center metrics and other ad hoc reporting as needed.
- Review and provide feedback of PUCT complaints to assist in drafting an accurate and timely written response.
- Identify areas of improvement throughout the lifecycle of the customer experience.
- Support company targets in customer count, revenue and demand response.
- Support Revenue Assurance Manager with communicating customer issues regarding payment, credit, collections and deposit processing.
- Support Transaction Management (TM) by directing the communication to the customer on any TM related issues.
- Support Sales by ensuring all phone sales are handled successfully to ensure the highest conversion rate; support partner onboarding through training of call center teams to handle all sales inquiries.
- Provide back-up support as needed for operational tasks including but not limited to account review/audits, manual processing and transaction management responsibilities.
- The ideal candidate will have strong analytical and problem-solving skills with a history of leading people and meeting company objectives.
Requirements
- Minimum of 2 years experience in call center operations, preferably in a leadership role
- Minimum of 3 years experience in Retail Energy
- Minimum of 3 years in ERCOT market operations
- Bachelor’s Degree or equivalent market experience
- Bilingual — Spanish language preferred
Benefits
- A competitive compensation package base on experience; the base salary for this role is: $87.5k – $110k USD.
- Fully remote work environment with home office set-up allowance. Full suite of benefits including medical, dental, vision, life and disability, and stock options
- Real and lived work-life balance – Company perks include unlimited paid vacation (which our C-level team actively encourages everyone to take!), parental leave, and a corporate value of working sustainably
- Opportunity to work with amazing people who are passionate about reversing climate change, thriving in a fully-remote work environment, and learning and growing every day
- Not eligible for visa sponsorship.