Lead Customer Experience Specialist

3 months ago

Alpharetta, United States Landis+Gyr Full time

** Lead Customer Experience Specialist**

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.4 billion in FY 2020, Landis+Gyr employees approximately 5,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at the Landis+Gyr website

The primary function of this position is to provide day to day process leadership to the customer experience team, act as a technical subject matter expert in all areas of the customer experience team, back up the customer experience supervisor or manager, and provide support for internal and external customers using ITIL-based practices and procedures while striving to continually improve the customer experience.

Additionally, this role acts as the communication hub for customers; strong customer service skills are required. Primary responsibilities include case management that comes from customer inquiries associated with L+G products and services. Investigate and develop solutions to complex application problems, system administration issues or network concerns. Support systems management and integration activities. This position is responsible for troubleshooting issues and escalating as necessary to the correct resources. Notifications and updates on issues are provided on a frequent basis via support tools, including email or phone.

The Lead Customer Experience Specialist demonstrates a proficiency in all responsibilities of the Senior Customer Experience Specialist, is regarded as a subject matter expert in product and process knowledge commiserate with core support, will be tasked with training and onboarding new team members, as well as backing up the supervisor or Manager. The Lead Customer Experience Specialist will have direct reports and will guide team resources on process and assist them with all areas of team responsibilities.

**Key Responsibilities**

**Troubleshoot** Initiate, Reproduce and replicate

* Troubleshooting and reproduce, issues associated with L+G products and services using various tools, applications and techniques.

* Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a data hosting customer agreement.

* Utilizes customer feedback to identify required changes to company Products. Communicates change to Product Specialist group by submitting request for Change notices, Feature Requests and Defect notices.

* Dedicated to working strategic, difficult or complex customer accounts.

* Assist with ensuring information is complete and accurate when raising to the next level of support

* Implements improvements to internal Customer Experience programs, processes, and procedures.

**Customer Service Management**

* Receives and resolves Cases, incidents, problems and service requests from internal and external customer inquiries by providing support via the telephone, e-mail, ticketing platform and other tools

* Escalates issues in accordance with the Customer Support procedures.

* Acts as an escalation point for the customer.

* Logs, accurately tracks and documents all issues in case tracking system and regularly provides updates back to the customer.

**Knowledge Base** Review and Author

Supports and helps to create and review Customer Experience Knowledge Base articles.

**Leadership & Expertise**

* Acts as a Subject Matter Expert in one or more products, services or technologies

* Provides process expertise, oversight and training

* Guide team members seeking assistance

* Responsible for knowledge transfer for escalated incidents up to leadership and back to the team via teach back sessions.

* Maintains individual education plan with goals to achieve.

* Suggests and ensures completion of preventative actions from lessons learned

* Train, mentor and and onboard new employees

* Acts as escalation point for the team, and responsible for knowledge transfer for escalated incidents back to the team via training

* Assists the supervisor or manager with leadership responsibilities.

**To qualify for the Lead position, the candidate will;**

* Be able to work independently 95% of the time

* Have mastered 95% of objectives on the training plan form

* Demonstrate an ability to train and onboard new employees in all job functions

* Have been among the team leaders in customer satisfaction scores and case turnaround time

* Have at least 90% positive survey results for cases resolved

* Have become a Subject Matter Expert in one or more products or services

* Demonstrated leadership capabilities

* Supports and adheres to Companys core values.

* Performs other duties or responsibilities as assigned or required.

* Supports and adheres to Companys Code of Conduct and Ethics Policy.

* Represents Company in a positive, professional manner when working with both internal and external customers.

**Education & Experience**

Required Minimum Level of Education: Bachelors degree

Required Minimum Years of Experience: 2+ to 5

Desired Education/Experience

Bachelor's Degree in Operations Management, Computer Science, Computer Information Systems, electric engineering, or equivalent experience. Plus, a minimum of 1-2 years experience in customer service, technical support in related field, or utility industry is preferred. An equivalent combination of education and experience will also be considered.

Required/Desired Certifications: ITIL Foundations Certification a plus

**Knowledge/Skills/Abilities**

* Leadership

* Cloud Computing Experience (Google Cloud Preferred)

* Personal Computer skills

* Proficient with Microsoft Office Suite

* Keyboard/typing skills

* Ability to effectively communicate both verbally and in writing.

* Write and execute SQL and/or Oracle queries (technology specific)

* Data analysis

* Technical troubleshooting

* Relational Databases

* Oracle / SQL

* Putty

* Command Line

* PowerShell

* Networking fundamentals

**EOE AA M/F/Vet/Disability VEVRAA Federal Contractor**

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title: Lead Customer Experience Specialist Location: Alpharetta, GA, US

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