Senior Associate, Member Experience System Management
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