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Customer Advisor Audubon, PA
2 months ago
JPC Partners is looking for a Customer Advisor that will provide intermediate level client management to member companies and other stakeholders. Relying on broad knowledge of the energy business, the Customer Advisor responds to customer inquiries, utilizing various research methodologies and internal support mechanisms. Perform data analytics and account management functions through analysis of call patterns and trends; and serves as the primary point of contact for quick hit member requests.
MUST HAVE REQUIREMENTS
Excellent verbal and written communication and presentation skills
Reliable transportation and ability to work on-site 3 days per week
Demonstrated ability to produce high-quality work products with attention to detail
ESSENTIAL DUTIES AND RESPONSIBILITIES
Receive and process customer inquiries and/or issues and ensure timely and complete resolution of customer issues, inquiries are primarily phone and e-mail
Perform data analytics with large data sets
Exceptional research skills (primary and secondary)
Track all incoming inquiries to ensure accuracy and consistency in responses
Recommend frequently asked questions to be included in a knowledge base
Primary contact for assisting with quick hit customer requests
Anticipate problems and offer recommended solutions
Possess ability to communicate with member company representatives on a wide variety of issues and to represent company effectively and ensure total customer satisfaction with external customers
Possess a broad knowledge of company’s mission, structure, vision, values, operating principles and procedures including knowledge of existing and planned markets, major business functions, products and services and related strategies. Possess general knowledge of the US energy industry
Manage multiple concurrent objectives, projects, groups or activities. Work independently and use effective judgment in prioritization and time allocation
Demonstrate the ability to deal well with change
Relate well to all kinds of people; work effectively with individuals and groups at various levels in a constructive and collaborative manner; build and utilize effective working relationships in a matrix environment and across functional, departmental and divisional reporting lines
REQUIRED
Recent college graduate with Bachelor’s degree or experienced professional with High School Diploma and a minimum of five years work experience or Associates degree and a minimum of two years experience in a client management or customer experience related position.
Demonstrated ability to produce high-quality work products with attention to detail
Excellent written and verbal communication and problem solving skills.
Must be proficient in Excel, Word and PowerPoint:
SQL and Python – preferred
MS Access – Optional
Salesforce – Optional
Ability to grow with position, increasing expertise, responsibility, and accountability.
Strong verbal and written communication skills
Great presentation skills
Hybrid – 3 days in office per week required
Must be a self-starter
PREFERRED
Bachelor’s degree in business, marketing, finance, data analytics, mathematics, engineering
Background in Marketing, Data Analytics, Client Support or Finance
Interest in the Energy business
CORE COMPETENCIES
Problem Solving
Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and does not stop at the first answers.
Time Management
Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Drive for Results
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy
Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
CHARACTERISTICS AND QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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