Customer Service Experience & Change Manager bei Just Energy

%3Ch2%3ETitle: Customer Service Experience %26amp; Change Manager%3C/h2%3E%3Cp%3E%26nbsp;%3C/p%3E%3Ch3 style=%22margin-left:40px;text-align:justify;%22%3E%3Cspan style=%22background-color:white;color:black;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Cstrong%3EWho We Are:%3C/strong%3E%3C/span%3E%3C/span%3E%3Cspan style=%22color:black;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/h3%3E%3Cp class=%22MsoNormal%22 style=%22background-color:white;line-height:normal;margin-bottom:0in;text-align:justify;vertical-align:middle;%22%3E%3Cspan style=%22background-color:white;color:black;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EJust Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, and Tara Energy.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22background-color:white;line-height:normal;margin-bottom:0in;text-align:justify;vertical-align:middle;%22%3E%26nbsp;%3C/p%3E%3Ch3 style=%22margin-left:40px;text-align:justify;%22%3E%3Cstrong%3EAbout the Role:%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/h3%3E%3Cp class=%22MsoNormal%22%3EWe’re seeking a dynamic and strategic Customer Experience %26amp; Change Manager to lead initiatives that improve customer satisfaction and streamline Care operations in the Texas retail energy market. This individual contributor role focuses on managing change, analyzing customer feedback, and driving continuous improvement—no direct reports.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;%22%3E%3Cspan style=%22mso-ascii-theme-font:major-latin;mso-bidi-theme-font:major-latin;mso-hansi-theme-font:major-latin;%22%3E%3Cstrong%3EA Day in the Life and Why it Matters%3C/strong%3E%3C/span%3E%3C/span%3E%3Cbr%3EStart your day reviewing upcoming changes and collaborating on process updates. In the afternoon, analyze complaints, draft action plans, and lead discussions with leadership. You’ll ensure every change enhances the customer experience—acting as the bridge between process, people, and impact. You’ll be the voice of the customer, ensuring processes and communications empower agents to deliver exceptional service. Your work will directly influence operational efficiency and customer experience outcomes.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Ch3 style=%22margin-left:40px;%22%3E%3Cstrong%3EKey Responsibilities:%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/h3%3E%3Cp class=%22MsoNormal%22%3E%26nbsp;%3Cstrong%3ECare Change Management%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cul style=%22margin-top:0in;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo2;tab-stops:list .5in;%22%3EReview proposed business changes and assess their impact on Care operations.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo2;tab-stops:list .5in;%22%3ECollaborate cross-functionally to design and document updated Care processes.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo2;tab-stops:list .5in;%22%3EDevelop concise change summaries and distribute them to site leaders to support operational readiness.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo2;tab-stops:list .5in;%22%3EUpdate Care Knowledge Articles for permanent changes; prepare communication briefs for short-term adjustments.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l1 level1 lfo2;tab-stops:list .5in;%22%3EPresent weekly updates in cross-site leadership meetings, foster Q%26amp;A discussions, and capture unresolved questions for follow-up.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cstrong%3ECare Complaints Review %26amp; Mitigation%3C/strong%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Cul style=%22margin-top:0in;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l2 level1 lfo3;tab-stops:list .5in;%22%3EConduct root-cause analysis of customer complaints, examining gaps in existing processes and challenges within approved policies.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l2 level1 lfo3;tab-stops:list .5in;%22%3EDifferentiate between process failures vs. customer experience drivers caused by inefficiencies.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l2 level1 lfo3;tab-stops:list .5in;%22%3EPresent findings and recommended action plans to leadership for approval.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l2 level1 lfo3;tab-stops:list .5in;%22%3EDrive execution of action plans, which may include:%3Co:p%3E%3C/o:p%3E%3Cul style=%22margin-top:0in;%22 type=%22circle%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l2 level2 lfo3;tab-stops:list 1.0in;%22%3ECoordinating system/process enhancements with the Systems team.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l2 level2 lfo3;tab-stops:list 1.0in;%22%3EPartnering with site leaders on coaching opportunities.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l2 level2 lfo3;tab-stops:list 1.0in;%22%3EUpdating Knowledge Articles following approved policy or process changes.%3Co:p%3E%3C/o:p%3E%3C/li%3E%3C/ul%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E%3Ch4 style=%22margin-left:40px;%22%3EKey Impact Areas%3Co:p%3E%3C/o:p%3E%3C/h4%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpFirst%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EImproved CSAT and FCR through targeted change initiatives.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EReduced complaint resolution time via root-cause analysis and mitigation.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EIncreased agent readiness through clear documentation and training alignment.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EEnhanced operational consistency across Care sites.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EStrengthened cross-functional collaboration and leadership visibility.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Ch2%3E%26nbsp;%3C/h2%3E%3Ch3 style=%22margin-left:40px;%22%3EQualifications:%3Co:p%3E%3C/o:p%3E%3C/h3%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpFirst%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EHands-on experience in customer service within the Texas retail energy market (must-have).%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EBackground as a customer service agent, Care team lead, or QA/coaching, Training role strongly preferred. Minimum 5 years of Customer Service experience is required for the successful candidate.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EStrong critical thinking, analytical, and problem-solving skills.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EExcellent written and verbal communication skills, with the ability to simplify complex changes for broad audiences.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3ESkilled in cross-functional collaboration and comfortable presenting to leadership.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EExperience in training, process documentation, and change communication.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EStrong communication and analytical skills.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpMiddle%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EProficiency in Microsoft Office Suite.%3Co:p%3E%3C/o:p%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListBulletCxSpLast%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3EFamiliarity with tools like Salesforce Knowledge, and Amazon Connect is a plus.%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22 style=%22background-color:white;line-height:normal;margin-bottom:0in;text-align:justify;vertical-align:middle;%22%3E%3Cspan style=%22color:black;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%26nbsp;%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Ch3 style=%22margin-left:40px;text-align:justify;%22%3E%3Cspan style=%22background-color:white;color:black;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Cstrong%3EWe offer:%3C/strong%3E%3C/span%3E%3C/span%3E%3Cspan style=%22color:black;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/h3%3E%3Cp class=%22MsoListParagraph%22 style=%22background-color:white;line-height:normal;margin-bottom:0in;margin-left:40px;mso-add-space:auto;mso-list:l0 level1 lfo1;mso-margin-top-alt:auto;text-indent:-.25in;vertical-align:middle;%22%3E%3Cspan style=%22color:black;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22background-color:white;color:black;line-height:normal;margin-bottom:0in;mso-list:l0 level1 lfo1;mso-margin-top-alt:auto;vertical-align:middle;%22%3E%3Cspan style=%22background-color:white;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EPerformance based bonuses%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22background-color:white;color:black;line-height:normal;margin-bottom:0in;mso-list:l0 level1 lfo1;mso-margin-top-alt:auto;vertical-align:middle;%22%3E%3Cspan style=%22background-color:white;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3ECompetitive Compensation%3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22background-color:white;color:black;line-height:normal;margin-bottom:0in;mso-list:l0 level1 lfo1;mso-margin-top-alt:auto;vertical-align:middle;%22%3E%3Cspan style=%22background-color:white;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EComprehensive benefits package%3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22background-color:white;color:black;line-height:normal;margin-bottom:0in;mso-list:l0 level1 lfo1;mso-margin-top-alt:auto;vertical-align:middle;%22%3E%3Cspan style=%22background-color:white;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EHybrid Working Model%3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22background-color:white;color:black;line-height:normal;margin-bottom:0in;mso-list:l0 level1 lfo1;mso-margin-top-alt:auto;vertical-align:middle;%22%3E%3Cspan style=%22background-color:white;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EHealth and wellbeing tools and resources and more…%3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;text-align:justify;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3E%3Co:p%3E%26nbsp;%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22margin-bottom:12.0pt;%22%3E%3Cspan style=%22font-size:10.0pt;%22%3E%3Ci%3E%3Cspan style=%22line-height:107%;%22%3EJust Energy and its subsidiaries are an equal opportunity employer. %26nbsp;We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/i%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListBulletCxSpLast%22 style=%22mso-add-space:auto;mso-list:l0 level1 lfo1;tab-stops:list .5in;%22%3E%3Co:p%3E%3C/o:p%3E%3C/p%3E Jetzt bewerben