OUTCOMES
- Respond to and triage 95%+ of client inquiries within 1 business day via shared inbox and direct communication channels
- Resolve ≥90% of client issues (billing, enrollment, supplier discrepancies) within defined SLA timelines
- Reduce recurring client or supplier issues by identifying and escalating at least 2 process improvements per quarter
- Maintain timely and accurate communication with Sales, channel partners, and suppliers, with follow-up documented in internal systems for assigned client issues.
RESPONSIBILITIES
- Serve as a primary point of contact for assigned client accounts, including communication related to contract status, billing questions, service changes, and ongoing support
- Manage and monitor a shared client relations mailbox, ensuring timely responses, proper triage, and appropriate follow-up on inbound requests
- Maintain strong working relationships with energy suppliers to support issue resolutions
- Partner closely with internal sales teams to support active accounts, clarify contract details, and assist with client needs
- Support channel partners by addressing questions and assisting with client-related requests and post-deal support
- Track and document account activity, communications, and issue resolution in internal systems to ensure visibility and accountability
- Troubleshoot post-sale issues such as enrollment delays, billing discrepancies, or supplier rejections and drive them to resolution
- Escalate complex, time-sensitive, or high-impact issues appropriately while maintaining ownership through resolution
- Identify recurring issues, process gaps, or trends and contribute to continuous improvement initiatives
- Maintain compliance with internal policies, documentation standards, and industry requirements
MINIMUM QUALIFICATIONS
- Bachelor’s degree in Business, Finance, Operations, Analytics, or equivalent experience in lieu of degree
- Strong proficiency with Microsoft Office, especially Excel
- Strong analytical and detail-oriented aptitude; a high degree of accuracy
- Excellent communication and organizational skills
- Ability to manage time effectively, set priorities and meet deadlines
- Ability to learn and adapt to change
PREFERRED QUALIFICATIONS
- Prior experience in customer service or professional services related environments
- Experience in energy, utilities, or a contract-heavy operational environment
- Exposure to finance-adjacent workflows (billing, margin analysis, reporting)
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
- Work environment: Hybrid work environment (3-days a week in office) with regular use of computer systems, email, spreadsheets, shared inboxes, and internal platforms
- Physical requirements: Prolonged periods of sitting and working at a computer. Frequent use of keyboard, mouse, phone, and standard office equipment. Occasional standing, walking, bending, and lifting of standard office materials up to 25 pounds
- Schedule expectations: Standard business hours with flexibility as needed for client, supplier, contract-processing, or issue-resolution needs
Skills Required
- Bachelor’s degree in Business, Finance, Operations, Analytics, or equivalent experience in lieu of degree
- Strong proficiency with Microsoft Office, especially Excel
- Strong analytical and detail-oriented aptitude with a high degree of accuracy
- Excellent communication and organizational skills
- Ability to manage time effectively, set priorities, and meet deadlines
- Ability to learn and adapt to change
- Prior experience in customer service or professional services environments
- Experience in energy, utilities, or a contract-heavy operational environment
- Exposure to finance-adjacent workflows such as billing, margin analysis, or reporting
What We Do
As more businesses journey towards increased sustainability, they need experienced partners to transform today’s operations into tomorrow’s results. Mantis Innovation delivers smart, sustainable solutions to improve facility performance from any starting point along this journey. We provide managed facility services and turnkey program management with technology-enabled solutions that target the entire building footprint from roofs, walls, and pavement, to HVAC, lighting and power. Mantis Innovation offers a comprehensive and strategic set of solutions for managed facility services. We’re looking at the entire facility, inside and out, and can impact 70% of what a building operator allocates critical budget dollars toward. Our turnkey solutions maximize results at every touchpoint of facility performance. Our technology platforms make those touchpoints accurate and visceral, backed by data from billions of feet of facility space. We offer all of this with a white glove service, meaning our clients receive an unparalleled level of professionalism and care. Mantis Innovation is the premier provider of smart solutions that deliver better building performance through managed facility services and turnkey program management. Mantis leverages expertise from a vast array of professional disciplines in engineering, comprehensive data collection and analysis, technology-enabled solutions, and a network of trusted partners. The Mantis Innovation managed solutions include energy procurement, demand management, solar, roofing, building envelope, pavement, LED lighting, HVAC/mechanical, building automation systems, and data center optimization. Mantis is headquartered in Houston, Texas, with 17 locations across the United States from Massachusetts to Washington.
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