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Complaint Resolution Specialist

Primary Focus:

This role is part of a team responsible for the delivery of enrollments resulting from sales made through acquisition channels and is a critical component of the front line Direct Energy Residential Sales Quality Program. Strong emphasis will be placed on the quality of the sales enrollment to ensure adherence to the Direct Energy Residential Sales Quality Program standards and enrollment practices in the prevention of customer complaints. This position will interface with various business units including, but is not limited to Operations, Compliance, Sales Channel Management and Marketing. This position will be responsible for the entry of customer complaint data into company systems and generation of trended reporting to assist in the development of data driven recommendations to improve performance and reduce regulatory risk. There will be a strong focus on monitoring of key performance indicators and the quality of the sales that are processed and also on identifying opportunities to improve processes and productivity. This position will be located in Houston, Texas.

Accountabilities:

  • Working with the call center, complaints center, and other departments to route complaints and begin research/recommendation process.

  • Partner directly with the field (ability to communicate directly to sales managers and/or vendors) to determine quality and complaint details and causes.

  • Communication within Sales Channel teams, Corporate Security, Compliance, Complaints, PR, etc. to receive all facts and resolutions of complaints.

  • Assist in responding to customer complaints within service level agreement timelines

  • Monitor specific performance indicators to ensure vendor performance is aligned with MSA and the customer experience is maintained.

  • Assist in the development of internal facing response which is both data driven and contains recommendations for actions.

  • Recommendations on future behavior, processes and/or procedural changes.

  • Analysis and review of complaints records and reporting

    • Noting of potential risk or problem areas – includes deeper dives and analysis on identified areas to determine validity of issue. Identify why anomalies appear if there is no issue present or recommend/initiate change to eliminate/reduce risk or issue.

    • Working with sales management to develop appropriate responses for broader communication.

  • Take proactive measures/initiate change with other departments to create repeatable improvement processes and increase overall quality of customer experience.

  • Provide ad hoc reports/presentations in a timely manner for individual escalations.

  • Gathers data/information, completes analysis, and recommends new initiatives or amendments to current operating methods with a focus on ‘best in class’ operational processes.

  • Be a visible role model of Direct Energy leadership values, skills and integrity.

  • Adherence to company Sales Quality Program workflows and quality processes that support regional and state-level Public Utility customer protection rules.

  • Review sales and TPV audio files, verification reports, sales quality notifications and DE enrollment reports to validate that all current sales enrollment standards are met and work to continuously improve and re-define these standards and processes to create a more positive customer experience that delivers our brand values.

  • Input information accurately & timely into company databases.

  • Maintain a high performance culture with external partners based on coaching, managing commitments and delivering results.

  • Demonstrate a commitment to continuous improvement through sharing of best practices across the entire Direct Energy sales organization.

  • Develop strong working relationships with business partners across Direct Energy.

Skills & Qualifications:

  • Undergraduate degree in business or Six Sigma Green belt preferred

  • 2 years of operational experience in Sales or Sales Support (Natural Gas/Electricity) market, including experience in dealing with customer related complaints

  • Knowledge of Sales operations and processes, including standard KPI metrics

  • Demonstrated experience with Microsoft Office (Word, Excel, MS Access, & Power point), especially regarding creation of business models and database development

  • Proven experience in conflict resolution skills and effective negotiating skills

  • Excellent communication skills (written and verbal)

  • Strong interpersonal skills; able to build personal relationships over the phone

  • Bilingual Spanish

  • Ability to excel in a fast past, highly volatile environment; effectively managing multiple activities and meeting deadlines

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