Experience Inc. Jobs

Customer Success Coordinator

Location WA - Seattle

Job Family edo - AIM

Apply Now (https://phg.tbe.taleo.net/phg02/ats/careers/v2/applyRequisition?org=MCKINSTRY&cws=41&rid=8454)

Edo is an independent company with strategic investment from McKinstry and Avista.

Decarbonizing our electricity system is foundational to reducing our collective greenhouse gas emissions. At Edo, we work every day to create an energy system that is reliable, equitable, and carbon-free.

The fundamental infrastructure and regulatory compact of our electrical grid were designed for a different time and is hindering our ability to achieve our environmental and economic goals. We cannot solve this problem at the individual building scale - it’s not economically or technologically feasible. Edo will empower utilities and built environment leaders through a partnership model that unlocks rapid innovation towards the grid of the future. We must reimagine a physical and virtual grid that connects nodes of prosumers. We will develop the technology and knowledge platform necessary to achieve impact through scale.

Here's where you come in:

We are looking for a Customer Success Coordinator to join our growing Edo team located in Seattle.

Our Customer Success Coordinators are essential as they provide vertical sector ownership and support of Active Issue Management Department 24/7/365 operations. This includes the responsibility as a Primary “Help & Service Desk” coordinator for clients and stakeholders processing issue management, providing solution base options, gathering quality documentation, and timely communication. You will support the Active Issue Management leadership with ensuring & measuring operational excellence, continuous quality process improvements, and ensuring completion of special projects.

• Responsible for and assist with the operational development of vertical sector support.

• Supports the day-day Active Issue Management and Active Energy Management operations building a cohesive and supportive environment, ensuring consistent customer coordination & service.

• Reviews & updates vertical or customer service procedures; collects, reviews, & assesses QA or KPI data.

• Participate in client business operational meetings & reviews, and participates in after-hours rotation for customer and service support.

• Effectively perform work order management across all horizontal offerings: Maintenance, Service, and Projects.

• Responsible for the assigned vertical sector or client special projects; supports vertical teams with research, action items, & project oversight or management; provides subject matter Vertical Market expertise.

What we would like to see from you:

• Associate or bachelor’s degree or equivalent combination of education and experience

• 1-5 years of experience in complex software systems (Customer services)

• 1-5 years of experience in Help Desk Support

• 2-5 years of experience as Customer Success Coordinator, Call Center or Business Operations

• Ability to interact and understand customer pain points, requirements, and business values at all stakeholder levels

• Ability to collect, analyze and triage issues in high pressure and deadline-oriented environments

• Ability to join on-call rotation 24/7/365.

The pay range for this position is $20- $28 per hour; however, base pay offered my vary depending on job-related knowledge, skills, and experience. This is a non-exempt role and will be paid hourly. A bonus may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Base pay information is based on market location.

Edo is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and qualified applicants without regard to sex, gender identity, sexual orientation, age, race, color, creed, marital status, national origin, disability, veteran status, genetic information or any other basis protected by law. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training. This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Edo is a drug-free workplace. Employment is contingent upon successfully passing a pre-employment drug and alcohol test, complying with the requirements of the Immigration Reform and Control Act and a Confidentiality Agreement, in addition to successful outcomes of background and reference checks.

Applicants for this role will only be considered if they possess current US Work Authorization, and do not require employer-sponsored VISA support to begin or remain in this role.