Job Location: Baltimore, MD
Description
At Constellation, a freshly independent and soon-to-be Fortune 200 company, we’re providing the energy and services to transform our future. Combining next generation technologies and product offerings with the country’s lowest carbon generating fleet, our company is purpose-built to meet the challenges of the climate crisis.
Constellation has been the leader in clean energy production for more than a decade. Now we’re speeding delivery of low-carbon or no-carbon power to help families, communities, governments, and businesses meet their sustainability and decarbonization goals. Constellation provides 10 percent of total clean power and 22 percent of clean baseload power in the United States and is the leading competitive retail supplier of energy products, services and clean energy solutions. The race is on to confront climate change, and no company is more ready to meet that challenge.
We are committed to advancing diversity, equity and inclusion and believe in attracting, retaining and advancing employees who will best serve and represent our customers, partners and communities. We provide a workplace that ensures mutual respect, where each individual has the opportunity to grow and contribute at their greatest potential. Constellation will provide you the tools and resources you need to design, build and power a successful career.
Join us as we accelerate the transition to a carbon-free future. Energize your career with Constellation.
PRIMARY PURPOSE OF POSITION
This full-time, key position reports directly to the Manager, Partner Contact Management and is responsible for researching and compiling data on competitive pricing offers, compile and distribute KPI Scorecards and analyze customer feedback. In addition, this position is responsible for making recommendations and improvement based on data and report analysis.
PRIMARY DUTIES AND ACCOUNTABILITIES
- Critical Reporting: Create, track and maintain critical, multiple, operational reports for the Customer Care and Marketing departments on a scheduled and ad hoc basis -30%
- Customer Satisfaction: Assign customer feedback from Fore See to ensure customer satisfaction goals are met. Review feedback and provide suggestions for process improvements -30%
- Service Ticket Management: Monitor service tickets created and assigned to Care, follow up with responsible parties and provide daily status report -30%
- Continuous Improvement: Make recommendations for improvements based on data and report analysis. -5%
- Reports and Presentations: Prepare Leadership level reports and presentations on customer trends, impacts and other ad hoc needs -5%
Qualifications
POSITION SPECIFICATIONS
Minimum:
- Bachelor’s degree preferred, although candidates with 3-5 or more years in equivalent business experience will be considered
- Advanced skills with Microsoft Office applications (Word, Excel, PowerPoint and Access)
- Ability to communicate effectively and professionally with internal and external parties at all levels within the organization
- Obtain and analyze data without supervision and can reason through complex scenarios to recommend course of action or remediation
- Effectively communicate with, develop and maintain strong cross functional relationships
Preferred:
- Bachelor’s degree in Business Administration, Finance, Management, Management Information Technology or Supply Chain Management
- Prior experience in the retail energy industry and/or regulated energy industry
- Prior experience in using CRM
- Working knowledge of UDC/ISO market EDI transactions
- Advanced skills in Microsoft Access and/or SQL database query development
- Previous vendor management experience a plus
POSITION SCOPE
Level of independence, decision-making authority or strategic planning accountability: Medium – Analyzes data and workflow situations without supervision and determines course of action or remediation for complex service scenarios
Internal and external contact relationships: Key external contacts include Constellation Vendors. Key internal contacts include the Leadership Team, Retail Sales, Federal and State Regulatory and Policy Groups, Customer Care, Contract Administration, Billing, Pricing, Forecasting and Legal.
Qualifications – External
Constellation is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
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