Senior Associate, Member Experience System Management at Inspire

| Santa Monica
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ABOUT US

Inspire is a clean energy technology company on a mission to transform the way consumers access clean energy and to accelerate the world’s transition to a net-zero carbon future.

We provide our customers with access to renewable energy from wind, solar, and hydro powered sources without service interruptions or costly installations at a flat, predictable monthly rate. For every year that a customer spends with Inspire Clean Energy, they have a greater impact on climate change than 10 years of strict recycling.

Our rapidly growing team of mission-driven, climate enthusiasts is passionate, innovative and committed to a better future for the planet.

POSITION SUMMARY

The Sr. Associate, Member Experience (Mx) Systems Management position will be a knowledge expert for all Mx software/systems in order to troubleshoot issues, monitor, and improve Mx performance. They will also handle Tier 1 escalation resolutions, and assist with Mx productivity during peak volume.

THE SENIOR ASSOCIATE OF MEMBER EXPERIENCE SYSTEMS MANAGEMENT HAS FIVE MAIN RESPONSIBILITIES

  • Monitor and evaluate monthly individual and team Mx Performance 
  • Assist with Mx productivity during peak volume
  • Maintain and improve Mx omni-channel platform (Gladly)
  • Maintain Mx Knowledge Platform (Guru)
  • Assist with Tier 1 Escalations

SOME YEAR ONE DELIVERABLES

  • Become knowledge expert with Guru (MX Knowledge Platform) and take over day to day management.
  • Develop and implement daily Team performance announcements
  • Achieve monthly SLA within Gladly
  • Ideate and lead 1-2 initiatives that have a positive impact on department KPIs.

SUCCESS METRICS

  • 100% Guru Adoption Rate
  • Improve Phone SLA to 85%
  • CSAT score of 85

DESIRED TRAITS

  • Attention to detail - Presentation and Data Reporting
  • Positive attitude
  • Ongoing desire for self, team, tool improvements.
  • Confidence to debate leadership decisions but also can accept outcomes.
  • Outside the box thinking for creative solutions.

EXPERIENCE

  • Must Have
    • 3-4 years experience in a high contact volume call center.
    • Prior experience in front line roles, such as, retail, sales or customer service
    • Previous experience de-escalating customers
    • Interactive Voice Response (IVR) knowledge
    • KPI Tracking and ability to identify improvement areas
    • Strong attention to detail
  • Nice to Have
    • Bachelor’s degree
    • Bi-Lingual capabilities (Spanish specifically)
    • Knowledge of retail energy industry
    • Previous work experience with subscription-led/monthly payment products
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SQLLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases

An Insider's view of Inspire

How does your team reward individual success?

Each month we award an "Avenger of the Month". This is an employee that embodies one of our values: Own It, Study It, Coach It, Live It.

Inspire

Team

What are Inspire Perks + Benefits

Inspire Benefits Overview

Inspire’s culture balances the serious nature and tone of a professional company with the move-fast-and-execute tone of a rapidly growing emerging tech company. We believe in working hard and producing, but doing it in a positive and friendly environment where collaboration is rampant.

Inspire calls its employees Avengers. It’s a team out to even the score on behalf of the common man, to challenge the status quo and confront apathy and old-world bureaucracy. Every Avenger lives for the mission: To build the world’s most consumer-focused clean power platform and inspire a connected moment towards a brighter energy future. Avengers are scrappy, restless, humble and committed to balancing passion with purpose and profit.

Inspire offers competitive compensation and equity packages, plus benefits such as health, vision, life, and dental insurance - Not to mention, unlimited vacation, 401(k) plan, a dog friendly workplace & LOTS of cupcakes!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Inspire provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Our remote work program includes work remotely on occasion as needed.
Family Medical Leave
Company sponsored family events
Inspire sponsors family oriented events annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Full-time Inspire employees receive unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Inspire offers employees professional development opportunities like onsite training courses, the ability to attend job related conferences and seminars.
Lunch and learns
Inspire hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Customized development tracks
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