Job Description

SUMMARY:

This position is responsible for ensuring focused, productive and ongoing communication with both new and existing clients. The coordinator will be a key interface between MCG and customers, and will be expected to deliver professional and responsive services that enhance customer relations and MCG image to the industry. The coordinator will participate in internal teams, meetings, and forums that improve the customer experience and bring the customer’s voice to MCG.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain and conduct routine and recurring contact with client companies, as assigned, by phone, email and teleconference.
• Identify and manage customer priorities using MCG customer service tools. Produce reports and feedback of priorities for management, software team, and account management team. Advocate for customer priorities internally as appropriate.
• Consult and collaborate routinely with Energy Product Analysts, some of whom who work remotely, to answer customer questions, arrange training, or pass along commercial information. Perform delegated tasks and functions. Elevate customer concerns and necessary decisions to appropriate staff.
• Respond to requests by gathering and providing information, referring non-routine calls to appropriate staff.
• Coordinate schedules between the customer and internal teams with regards to meetings, calls, demos, install time, etc. Communicate maintenance events, user gatherings, and MCG announcements to the customer.
• Complete projects as assigned including, but not limited to, weekly and monthly reports, data entry and other support functions.
• Respond to suggestions, concerns and complaints from clients and give support when requested.
• Proactively identify ways to enhance the position, identify process improvement opportunities, and otherwise add value to MCG and client companies.

QUALIFICATIONS:

This individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and/or ability required.

Required Skills:

• Demonstrated client-facing and internal communication skills
• Professional phone skills and superior email habits
• Ability to rapidly learn internal customer relations tools, including Microsoft Team Foundation, and Team Support
• Ability to produce excellent written products, include routine reports and other business documents, e.g. proposals, guides, presentations, etc.
• Superior meeting conduct and verbal communication skills
• Strong organizational skills including attention to detail and multi-tasking skills. Ability to maintain and organize multiple priority lists – personal, client, peer, etc.
• Convey essential information clearly and concisely, both in writing and verbally.Use active listening skills while sharing information.
• Dedication to meeting team and client deadlines

Other Desirable Skills:

• Strong working knowledge of Microsoft Office
• Exposure to Agile, Scrum or other software life cycle management processes
• Ability to work independently and for long periods without direct supervision, meeting targets and timelines as assigned. Provides routine summary of activity.
• Must be able, in a team environment, to conduct meetings, capture meeting notes and action items, and elucidate requirements and meaningful discussion.
• Flexible and responsible

Leadership Skills:

• Strong prioritization and planning skills
• Strong analytical and problem-solving abilities
• Action Oriented
• Time Management
• Problem Solving
• Collaboration
• Customer Focus
• Risk Taking
• Ownership
• Motivation
• Creativity

EXPERIENCE:

• A minimum of 3-5 years of sales support or customer service experience preferably in energy trading, a software/technology organization, or in the Electric Utility industry.
• Proficient with Microsoft Word, Excel, Outlook, and PowerPoint
• Prior demonstrated high level organizational skills

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