Customer Experience

3 weeks ago

Toronto, Canada Spark Power Full time

**Customer Experience & Operations Specialist**

**About Bullfrog Power**

Bullfrog Power, Canada's 100 per cent green energy provider, offers renewable energy solutions that enable homes and businesses to reduce their environmental impact and help create a cleaner, healthier world. Thousands of Canadian homes and businesses are doing their part to address climate change and air pollution by switching to green energy with Bullfrog Power.

**Why work with Bullfrog Power?**

Bullfrog Power is changing the landscape of the energy market in Canada, and working hard to shift the balance of power in favour of more clean renewables. If you would like a chance to effect real change towards a sustainable future, and to work with passionate, talented people, Bullfrog might be the company for you.

**Job Overview**

The Customer Experience and Operations Specialist is responsible for monitoring, analyzing, and responding to customer inquiries across all communication channels. Oversee and execute consumer billing operations using our in-house customer information system and our customer relations management platforms. They will leverage their communications skills to help retain current customers.

To be successful, they will need to thrive on providing a superior customer experience to every prospect and consumer at every point in the consumer lifecycle.

**Responsibilities**
- Record all communication details/actions in Bullfrog's customer information system and Salesforce
- Input and modify personal payment information on accounts and communicates with our finance and IT departments on any manual adjustments
- Oversee consumer billing and execute all tasks related to sending bills, collecting payments, and contacting consumers regarding billing inquiries
- Strive for continuous improvement in customer service
- Enthusiastically welcoming new customers to the bullfrog Power community and responding to general inquiries (moves, mybullfrog, payment updates etc.)
- Building lasting customer relationships
- Support sales and marketing teams
- Maintaining a general knowledge and understanding of the green energy industry and Bullfrog Power's product offerings
- Other duties as required

**Skills & Abilities**
- Proficient written and verbal communications
- Outstanding time-management and multi-tasking skills, with the ability to prioritize duties
- Proactive and enthusiastic with a solutions-oriented approach
- Great attention to detail
- Ability to handle sensitive and confidential information
- A positive and resilient attitude
- Willingness to work in a team environment
- Ability to maintain a positive experience while identify customer needs
- A passion for environmental issues and a desire to create a greener, more sustainable world
- Working knowledge of common software packages; Microsoft Office Suite, Salesforce & HubSpot

**Qualifications**
- Experience - Several years of experience in the customer service field (sales, retail, etc.)
- Education - undergraduate degree (environmental is an asset, but not required)

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