Senior Associate, Member Experience System Management - Technical.ly

Senior Associate, Member Experience System Management

Inspire |  Philadelphia, PA | Other

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

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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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
  • Flexible Work Schedule
  • Nursing Room
  • Parental Leave
Perks & Discounts
  • Bring Your Own Device Reimbursement
  • Casual Dress
  • Offsite Company Events
  • Snacks Provided
Professional Development
  • Employee Recognition Programs
  • Training & Development Budget
Retirement & Stock Options Benefits
  • 401k with company contribution
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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