Job Description
The Enrollment Support Specialist is responsible for managing the end-to-end enrollment process for energy programs, providing customer support, processing incentives, and coordinating with internal teams to ensure program success and high customer satisfaction.
Key Responsibilities
- Manage and be accountable for the enrollment process across multiple projects
- Coordinate data sources to resolve enrollment applications and questions
- Work with program managers and clients to provide enrollment incentives and secure incentives through external vendors
- Implement attrition management processes to ensure high-quality program outcomes
- Identify systemic issues and recommend improvements to enrollment, incentive, and invoicing processes
- Manage a trouble ticket queue from issue report to resolution
- Develop and implement enrollment SLAs to maintain satisfaction
- Provide weekly and monthly support activity reports
- Maintain instructional and troubleshooting documentation for end users and staff
Requirements
- Experience in a process management role and or customer support
- Excellent attention to detail and organization skills
- Proven track record of managing multiple tasks simultaneously
- An outgoing and friendly personality suitable for representing EnergyHub to end users, partner companies, and utility program staff
- Fantastic written and verbal communication skills
- Experience with MS Office, especially Excel
- Experience reporting software bugs and support ticket management
- Bachelor's degree or extensive relevant experience
- Ability to coordinate across different data sources to resolve outstanding enrollment applications and questions
- Ability to work with Client Success program managers and clients to provide customers with enrollment incentives across relevant programs, including pulling and reviewing reporting and securing incentives through external vendors
- Implement attrition management processes across device partners to ensure high-quality aggregations and outcomes
- Help manage a trouble ticket queue to track issues from initial report to resolution
- Develop and implement enrollment SLAs to maintain client and customer satisfaction
- Support the creation and maintenance of instructional and troubleshooting documents for end customers and utility program staff
Benefits & Perks
Compensation/salary range: $50,000 - $55,000 USD
Work schedule flexibility
Casual work environment
Fully stocked fridge and pantry
Free Citi Bike membership
Secure bike rack
Gym subsidy
Paid parental leave
Education assistance program
100% paid medical insurance for employees
401(k) plan with employer match
Ready to Apply?
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