Customer Experience Specialist - Technical.ly

Customer Experience Specialist

Inspire |  Philadelphia, PA | Other

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

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

Inspire is looking for a Member Experience Specialist to help us provide unparalleled support to members over the phone, email and live chat. As a member of our Mx team, you’ll represent the Inspire brand and strive to create an extraordinary experience while helping our members power their homes with 100% clean energy.  If you are someone who loves to connect with, help, and support people, this is the perfect role for you!

THE MEMBER EXPERIENCE SPECIALIST HAS EIGHT MAIN RESPONSIBILITIES

  1. Deliver customer service of the highest quality over the phone, email and live chat
  2. Retain members thinking about cancelling their clean energy subscription by effectively communicating the value of clean energy
  3. Empathize and connect with members
  4. Work closely with your counterparts in our bicoastal office to create a unified office culture
  5. Resolve member issues while focusing on first contact resolution
  6. Develop an ownership mentality by contributing daily to the overall strategy of the department
  7. Participate in short term, interdepartmental rotational projects
  8. Champion for our members in internal discussions, and help our Product, Sales, Technology, and Marketing teams prioritize improvements to members’ experience

SUCCESS METRICS

  • Maintain quality average of 90% or better
  • Maintain retention rate of 50% or better
  • Handle monthly productivity goal

EXPERIENCE

  • Must Have
    • 1+ year experience working in customer facing roles (service, retail, etc)
    • A desire to change the world through clean energy
    • Intrinsically motivated individual, detail-oriented, and high personal accountability
    • Ability to retain customers and handle challenging calls with positivity and professionalism
  • Nice to Have
    • Bilingual (Spanish)
    • 1 year of inbound sales, outbound, or retention experience
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Health & Wellness
  • Dental Insurance
  • FSA
  • Health Insurance
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Short Term Disability
  • Vision Insurance
Other
  • Community Service Programs
  • Pet Friendly Office
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Nursing Room
  • Parental Leave
Perks & Discounts
  • Bring Your Own Device Reimbursement
  • Casual Dress
  • Home Office Stipend
  • Offsite Company Events
  • Snacks Provided
Professional Development
  • Employee Recognition Programs
  • Training & Development Budget
Retirement & Stock Options Benefits
  • 401K
Vacation & Time Off Benefits
  • Commitment to Work/Life Harmony
  • Paid Holidays
  • Paid Sick Days
  • Unlimited PTO

What makes Inspire an exciting place to work?

We are constantly working towards something bigger than ourselves. Our mission is what inspires and connects us. But we're also raising awareness for customers that they have choices when it comes to choosing an energy source.

Roughly 20% of your overall carbon emissions come from your home — which is huge. You can eliminate that 20% from your carbon footprint simply by deciding to go with Inspire.

Through data, we empower customers by informing them of their choices and giving them an option to positively impact the environment.

 

What’s unique about working on Inspire’s tech team?

Between Philly and Santa Monica, we have about 60 people on our tech team. Being small, we’re able to bond and work together closely. Everyone across the entire team has a hand in creating something for customers. No one group comes up with ideas or roadmaps and presents them to the rest of the group; we collectively decide what we should be working on and how we can work towards bringing Inspire’s overall mission to life.

We’ve created a very supportive and uplifting subculture. It’s not just about social events; it’s about asking, “How can we grow together? How can we work better together?”

 

How has Inspire has worked to improve employee work/life balance during the pandemic?

Due to the always-on nature of working from home during quarantine, we found that people had started working more hours and taking less PTO. Even when we told people to take time off, they still seemed to check in and contribute. We established “bonus days,” where every other Friday is off for the entire company. That way, no one is working, employees don’t feel that they are missing anything, and everyone can truly relax and recharge.

 

What qualities make someone a promising job candidate at Inspire?

Everyone at Inspire is driven by the mission to expand access to clean energy and work toward a zero-net carbon future. So we look for candidates who have that same passion for taking care of our earth. We’re a company of team players who collaborate closely, always ready to hop on Zoom to solve problems as a team.

From a tech perspective, we want talented engineers of all levels, but we are also looking for people who also think deeply about the Inspire user and build features and solutions that work for them. People who are interested in their careers and helping grow the careers of those they work with share knowledge and level up their skill sets.

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