Research Inquiry Contact Center Associate

E Source, an independent research firm in Boulder, Colorado, provides its customers (principally electric and gas utilities located throughout North America) with business intelligence and analysis regarding retail energy programs, technologies, customers, and markets. A large portion of that information is delivered in response to questions submitted to our Member Inquiry Service. All E Source members are encouraged to submit questions, and they receive timely, customized answers based on the proprietary research we conduct in our areas of expertise.

Position Overview:

We're looking for an associate to help manage the growing volume of inquiries. You'll be working in a collaborative environment, helping to ensure that new inquiries are assigned to the right staff and are answered in a timely fashion.  The challenge will be staying on top of your own competing priorities while balancing the needs and constraints of our in-house team against the needs of our customers, with the ultimate goal of delighting our customers and ensuring their continued business with E Source.  

Key skills needed in this role are organization, attention to detail, a commitment to outstanding customer service, and being able to cultivate teamwork among people with sometimes conflicting priorities. The ideal candidate would be familiar with energy industry issues but might also have experience in a customer care role or field experience with efficient technologies, efficiency programs, or elements of marketing and communications.

Responsibilities:

• Administer the processing of inquiries using Salesforce.com
• Communicate with customers to revise or refocus the scope of their questions as needed.
• Learn the scope of E Source expertise and published research.
• Exert friendly but firm pressure on staff to complete responses to our members' inquiries in a timely manner.
• Help answer questions based on our prior research.
• Produce reports on a regular basis for managers and staff on business metrics and analytics.
• Administer quality-control processes.
• Assist in developing and populating our document management system.
• Engage in other activities to improve the efficiency and performance of the Member Inquiry team in delivering value to our members.

Qualifications: 

• Excellent oral and written communication skills, strong interpersonal communication skills
• 5 years of relevant work experience
• Proficiency with Microsoft Office tools, particularly Excel
• Ability to manage resources to achieve efficient operation
• Self-motivated and able to perform with minimal supervision
• BA/BS or equivalent or higher college degree

Compensation: We offer competitive salaries and benefits in a fun and energized work environment. Salary will be commensurate with education and experience. Our autonomous culture rewards goal-oriented professionals who enjoy meeting challenges head on.  

To Apply:

If you're interested and feel you meet the requirements for this position, please download and complete an E Source application form and send it with a cover letter and resume with "Inquiry Contact Center Associate, Member Services Department (300-27)" in the subject line. You may also fax the information.

E Source is an Equal Opportunity Employer.