Customer Support Specialist

Peregrine Energy Group is a boutique, Boston-based, consulting company that manages community electricity aggregation programs for 40 cities and towns in Massachusetts under the brands Peregrine Energy Group and MassPowerChoice. We help our client communities to design, obtain regulatory approval for, launch, and then manage their programs. Our clients are the municipalities, and the electricity programs that we manage play an important role in helping many communities to move away from fossil fuels and toward renewable sources of electricity. Through an electricity aggregation, a local government can sign a contract with electricity supplier that benefits the whole community. Residents and businesses then receive access to long-term electricity prices, consumer protections, and increasingly, cleaner electricity. Typically, between 60% and 70% of the electricity accounts in each community participate.

We seek a Customer Support Specialist to answer customer questions that come in via a very busy phone and via email from all of our client communities and also to provide support as needed for tasks involved in our program operations. This position has a significant phone-based component, and this person would be a front-line customer support resource across all of our programs. This position is not located within a large call center. Rather, you would be a critical addition to our small team to help us manage our growing workload.

The ideal candidate is interested in helping the residents and businesses to participate in these programs and to resolve issues around their participation. As part of that, the Customer Support Specialist will need to help callers to understand their electricity bills and also to answer questions about renewable energy and related topics. The ability to convey empathy and to be patient with those who are nervous, frustrated, or confused are key. The ideal candidate will be comfortable working within a small company where everybody pitches in, where collaboration and good communication are essential, and where organization and attention to detail are critical.

Responsibilities

This position will include externally and internally facing responsibilities, for example:

  • Answering customer support questions from the public over the phone and via email.
  • Researching customer issues internally to find a resolution.
  • Entering customer support case information into Happy Fox, our case management system.
  • Using Microsoft Office products such as Word and Excel to provide support for operational tasks.
  • Website content updates.

Competencies, skills, and attributes:

  • The ability to handle very busy phones and customer requests while maintaining a pleasant, customer-focused demeanor
  • An interest in, or experience with, helping the public to understand electricity bills, renewable energy, and other energy-related topics, and a desire to learn what you don’t know.
  • An aptitude for explaining complex topics in simple terms and the patience to repeat that explanation many times.
  • Adeptness at solving complex customer problems that involve multiple players.
  • Highly organized and detail oriented, while able to keep the big picture in mind.
  • Excellent and adaptable writing and speaking skills.
  • Not easily ruffled and kind when dealing with challenging personalities and problems.
  • Patient when things don’t go according to plan.
  • Has solid skills with office software, including Word and Excel.
  • Comfortable in a small-company environment where everyone wears many hats.
  • A fast thinker and learner who is able to collaborate with colleagues when needed and also work independently when needed.
  • Not flustered by interruptions or very busy days

Nice to have but not required:

  • Spoken and written fluency in Spanish or Brazilian Portuguese.
  • Experiencing using MS Access and / or Tableau software.
  • Proofreading skills.
  • Familiarity with WordPress and/or HTML.

Work location:

  • This position is based in our Boston office, which is near North Station. The position will begin as an in-office position for at least the first 6 months of the role. However, with time and experience, a hybrid work arrangement can be possible. Being able to work regular Eastern Standard Time (EST) hours is a must.

Compensation & key benefits

  • Competitive salary
  • 100% employer paid health insurance and long-term disability insurance
  • 401K retirement plan with employer match
  • 3 weeks of vacation time plus 10 holidays
  • A flexible, collaborative team.

To apply

Please email your credentials to info@peregrinegroup.com with the subject line Customer Support Specialist.

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