DescriptionSUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTSJOB TITLE: Sr. Connect Specialist, Evergy ConnectREQUISITION: PUB0006DEPARTMENT: Community Affairs – Wichita ConnectLOCATION: Wichita, KansasPAY RANGE : $70,400 - $93,900Scheduled Work Hours: Monday - Friday, 8:00 a.m. - 5:00 p.m. (Other hours as required)Summary of Primary Duties and Responsibilities:This position plays a vital role in ensuring positive and productive relationships with customers, community stakeholders and within the Connect team. The Sr. Connect Specialist will serve as an expert and assist the other Connect members when issues elevate, providing team leadership and guidance in matters impacting customers and the community. This position will serve as a lead to the team and engage in collaborative efforts with internal stakeholders to resolve escalated issues and works directly with the Manager on ways to mitigate negative trends. This position is responsible for training team members on systems used to serve customers. The Sr. Connect Specialist helps manage the customer experience in a face-to-face capacity and is responsible for driving deliverables and influencing desired outcomes of non-routine, complicated or multi-faceted customer issues, or in emergency situations at the residential and small commercial levels. The position will help reach and educate customers on a suite of energy efficiency products and services through a customer-facing, interactive and consultative approach. This position helps drive the positive customer experience through outward-facing community and customer engagement and relentless pursuit of customer-focused solutions.
Provide a quality customer experience that includes problem-solving, good judgment and excellent communication, which result in customer resolution and satisfaction
o Approximately 40% of time spent on average over a one-year period
Effective and timely management of face-to-face customer escalations, resulting in resolution and positive outcomes (20%)
Educate and inform customers and local organizations about products and services, which increases enrollment in energy efficiency programs and teaches customers about conserving energy and saving money (20%)
Direct customers to self-service options, inclusive of making cash payments and provide support as necessary (20%)
Collaborate with internal stakeholders to resolve and mitigate escalations for short- and long-range purposes (15%)
Manage multiple tasks and/or projects competently and accurately (15%)
Open and/or close facility based on shift assignment, ensuring proper shut down of equipment and building (10%)
Provide team leadership and strategies in building and maintaining relationships with key helping organizations; trouble-shoot to solve problems; and lead in projects
o Approximately 40% of time spent on average over a one-year period
Identify and build strong business-to-business relationships with key organizations that serve our customers. Leverage the relationships to reach our customer base for education and product promotion (25%)
Facilitate training for Specialists and Ambassadors and ensure proper transfer of knowledge to help manager build/maintain a strong team (25%)
Resolve customer issues and handle high-level escalations as needed in hand-off situations from Specialists (25%)
Serve on committees, meetings, and boards to maintain presence within the network of organizations; serve as subject matter expert on outreach/education matters; and help influence outcomes (25%)
Grow and leverage relationships with local organizations to enhance the ability to connect customers with additional resources to help customers
o Approximately 20% of time spent on average over a one-year period
Effectively collaborate with external stakeholders and community partners to identify and address customer-impacting issues (25%)
Develop knowledge about key organizations, their programs, and services (25%)
Proactive and reactive response to the community and its organizations during extended outage situations (15%)
Help develop and conduct energy-related workshops/seminars for community and customer groups (20%)
Identify themes for community events and coordinate events at the site, working with a host of neighborhood agencies and non-profit organizations (15%)
Special projects as assigned.
QualificationsEducation and Experience Requirements:
Minimum 2 years’ experience in the utility industry, preferably in Customer Services, Operations, or
Marketing & Public Affairs
Bachelor’s degree in communication or business-related concentration preferred
Proficiency in working with Customer Information System (CIS) and customer-servicing systems, Microsoft
Word, Excel, and PowerPoint
Demonstrated experience with customer interaction and resolution, with proven record of high performance
Ability to work a variety of shifts, including some evenings and weekends
Skills, Knowledge, and Abilities Required:
Must possess and be able to demonstrate a thorough knowledge of Oracle Utilities Customer Care and Billing (CCB) System and/or other Customer Care Management Systems.
Demonstrate a thorough knowledge and experience in logistics, facility management, safety, event management, electric vehicle test drives, and accounts payable
Strong critical thinking skills and ability to solve problems; demonstrate good judgment
Strong customer negotiation and diffusion/de-escalation strategies
Ability to develop and manage group events
Knowledge and proven effectiveness in high-stress or crisis communication
Takes initiative and is self-motivated in getting things done
Knowledge of rules & regulations, business practices, and policies for residential and small commercial customers
Professional and approachable style and demeanor
Organized
Works well in a team environment but can also be depended on to deliver results in autonomous setting
Effective public speaking skills, including influencing outcomes and facilitating events for small to medium groups
Proficiency with applications – CIS, Microsoft Office products and MEEIA portfolio offerings
Flexible and adaptable – assignments, priorities, work hours/shift and obligations
Special projects as assigned.
Licenses, Certifications, Bonding, and/or Testing Required: NoneWorking Conditions:Normal working environments. Must be able to lift to 25 pounds during event setup.Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. So, our goal is to be a diverse workforce that is representative of the communities we serve. We are committed to celebrating diversity and building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. We know that the more diverse and inclusive we are, the better we will be. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Shift StandardJob Field: Customer Care/Customer ServiceReq ID: PUB0006
