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PowerSecure, Inc. · 2 weeks ago

Customer Service Manager (Power Generation / HVAC Equipment)

Ball Ground, GA

Contract

Onsite

Mid, Senior Level

5+ years exp

PowerSecure, Inc. is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers. The Customer Service Manager is responsible for managing customer accounts, acting as the customer advocate, and ensuring strong customer relationships while meeting financial and operational goals.

ElectronicsEnergyEnergy EfficiencyManufacturing

Responsibilities

Liaison between company and customer acting as the advocate for the customer

Engage with the operations teams to support meeting or exceeding financial and operational goals

Develop a comprehensive knowledge of company services, solutions, and programs

Manage the day-to-day communication and escalations of assigned accounts via inbound telephone calls, vendor portals and emails

Oversee customer escalations to resolution through coordination with other internal teams

Actively review PowerSecure’s PowerControl platform to coordinate emergency responses and storm support

Take a proactive role in communicating with the customer and meeting their needs. Meet with customer regularly to discuss upcoming services and schedules

Obtain feedback from customer on quality of service performed and work with delivery teams to enhance future service to the customer

Build and maintain strong customer relationships with each assigned account

Ensure all required reporting and contract compliance requirements are being met

Ability and authority to address customer complaints and issues, while maintaining professional demeanor at all times

Coordinate with the other team members to resolve problems, facilitate solutions and enhance the customer service experience

Engage with leadership and other departments in developing processes, procedures and strategies related to the Account Management Department

Onboard new customers into company’s systems and processes

Establish frequent customer feedback process and organize feedback to communicate to management and other departments

Periodic travel will be required to attend customer meetings

Provide after-hour emergency response as required

Qualification

Account ManagementCustomer Relationship ManagementPower Generation ExperienceHVAC ExperienceMicrosoft Office SuiteAnalytical SkillsVerbal CommunicationWritten CommunicationOrganizational SkillsProblem Solving

Required

Minimum of 5 years Account Manager experience within a business-to-business environment

High School diploma is required

Capability of managing customers with tact, patience, and grace

Fluency with Microsoft Office product suite

Critical reading and analytical skills

Strong organizational skills

Ability to manage workload issues with strict deadlines and attention to detail

Capable of working independently and multi-tasking in fast paced environment

High energy level with ability to take initiative

Must possess excellent verbal and written communication skills

Preferred

Bachelor's degree is preferred

Previous service industry experience (Power Generation, HVAC, etc.) is preferred

Benefits

Medical, dental, vision and life insurance coverage

Competitive pay and a matching 401 (k) plan

Vacation, Company Holidays, Paid Time Off (PTO- personal and sick days)

Flexible spending accounts/Health savings account

Wellness Incentive Programs

Employee Referral Program

Tuition Reimbursement

Company

PowerSecure, Inc.

PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.

Founded in 1991

Wake Forest, North Carolina, USA

501-1000 employees