Customer Care Director

Remote job

Full Time Mid-level / Intermediate
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Enervee
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Posted 5 days ago

Customer Care Director  As part of our Services Team


Enervee is a growing enterprise SaaS company and delivers applications and services to energy providers, engaging residential customers in intuitive energy-smart purchase decisions throughout their homes.  We're looking for an attentive, emotionally intelligent, creative and innovative Customer Care Director to join our growing Services Team. 

Our Customer Care Director can be located anywhere in the US and you will be working closely with team members and partners located in Pacific, Central and Eastern time zones.

How you will make an impact

As our Customer Care Director, you will represent and act as the voice of our customers across the organization. You will strategically lead Customer Care at Enervee and oversee all aspects of customer service policies, objectives and initiatives

  • Actively build and maintain a strong relationship with current and future vendors to strengthen our company's overall customer care performance in the marketplace

  • Manage the external Customer Care and Support partner and permanently improve performance by setting clear accountable performance measures

  • Lead the Customer Care team at Enervee for second level escalation issues and QA

  • Enhance response times, drive first call resolution and increase sales through better service

  • Define and develop scripts and guidance for the external call center and support agents in the name of our utility partners

  • Use customer insight and root cause analytics to identify company wide improvements and present these to the executive team

  • Be accountable for ensuring full regulatory compliance, legal requirements and identification of any potential risk issues

  • Solve escalation issues directly with our utility partner, be the intermediate between Customer Service and our utility partner and Be an responsive partner

  • Develop and maintain volume forecasts in a monthly cadence and being responsible for resource planning

  • Make sure always having the right number of internal and external agents staffed in conjunction with business objectives and service level agreements

  • Partner with Customer Operations to optimize processes and profitability through business planning and collaboration

  • Oversee the approval process and revisions with internal stakeholders and clients.

Why you will love being part of Enervee

People are our greatest asset and we want to empower our Customer Care Director to help achieve our vision!

  • We celebrate diversity, encourage Innovation, work collaboratively, and practice transparency
  • Sustainability is our business model as well as our mode of operation
  • We're passionate about our partners and we genuinely appreciate them
  • We are led by an experienced leadership team committed to empowerment and passionate about professional development and growth

How we care

The well-being of our employees is pivotal, and we address this through various perks and initiatives we periodically assess and enhance. We care about your present as well as your future and provide competitive compensation in addition to the following:

  • 401K retirement saving plan with an above industry average employer match
  • Every employee has a stake in our mission with our Employee Stock Option Plan
  • Comprehensive medical, dental & vision plans (100% Employer paid for employees and at 50% for Dependents) + Employer covered life and AD&D insurance + Access to health, well-being, personal development and counseling resources
  • Unrestricted PTO + Flexible work schedule + Paid Parental Leave for 12 weeks
  • Online meal delivery program for employees through GrubHub
  • Mission aligned company events, including volunteering
  • Choose your own devices program delivered to your homes

Requirements

What you bring to the team

  • 4+ years extensive experience in managing operational customer service teams managing or outsourced customer care teams

  • Strong customer focus with a clear understanding of customer care  best practices

  • Experience in managing customer service and support with an external partner/outsourced partner

  • Proven Management experience at a senior, strategic level role and track record of exceeding targets, KPI’s SLA’s, in a quality led, customer satisfaction

  • Technologically savvy and familiar with customer support softwares. We currently use Re:amaze and Aircall but are open to new tools and platforms  

  • Demonstrate ability to motivate and communicate with others at all levels

  • Excellent communication, collaboration, and planning skills with meticulous attention to detail

  • Strong organizational skills with the ability to multi-task, detail-oriented with attention to schedules and timelines and maintenance of records and materials

Bonus points!

  • Working experience in an online retail environment preferred

  • Working experience with public utilities is preferred, but not required

Job tags: Compliance Customer service SaaS SLA
Job region(s): Worldwide/Anywhere
Job stats:  5  2  0
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