Client Relations Specialist, Energy

The Client Relations Specialist plays a critical role in supporting and servicing existing client accounts by acting as a key liaison between clients, internal sales teams, channel partners, and energy supply partners. This role is responsible for maintaining strong relationships, ensuring accurate and timely contract processing, and resolving post-sale issues to deliver high-quality client experience throughout the contract lifecycle.

OUTCOMES

• Respond to and triage 95%+ of client inquiries within 1 business day via shared inbox and direct communication channels
• Resolve ≥90% of client issues (billing, enrollment, supplier discrepancies) within defined SLA timelines
• Reduce recurring client or supplier issues by identifying and escalating at least 2 process improvements per quarter
• Maintain timely and accurate communication with Sales, channel partners, and suppliers, with follow-up documented in internal systems for assigned client issues.

RESPONSIBILITIES

• Serve as a primary point of contact for assigned client accounts, including communication related to contract status, billing questions, service changes, and ongoing support
• Manage and monitor a shared client relations mailbox, ensuring timely responses, proper triage, and appropriate follow-up on inbound requests
• Maintain strong working relationships with energy suppliers to support issue resolutions
• Partner closely with internal sales teams to support active accounts, clarify contract details, and assist with client needs
• Support channel partners by addressing questions and assisting with client-related requests and post-deal support
• Track and document account activity, communications, and issue resolution in internal systems to ensure visibility and accountability
• Troubleshoot post-sale issues such as enrollment delays, billing discrepancies, or supplier rejections and drive them to resolution
• Escalate complex, time-sensitive, or high-impact issues appropriately while maintaining ownership through resolution
• Identify recurring issues, process gaps, or trends and contribute to continuous improvement initiatives
• Maintain compliance with internal policies, documentation standards, and industry requirements

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Business, Finance, Operations, Analytics, or equivalent experience in lieu of degree
• Strong proficiency with Microsoft Office, especially Excel
• Strong analytical and detail-oriented aptitude; a high degree of accuracy
• Excellent communication and organizational skills
• Ability to manage time effectively, set priorities and meet deadlines
• Ability to learn and adapt to change

PREFERRED QUALIFICATIONS

• Prior experience in customer service or professional services related environments
• Experience in energy, utilities, or a contract-heavy operational environment
• Exposure to finance-adjacent workflows (billing, margin analysis, reporting)

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Work environment: Hybrid work environment (3-days a week in office) with regular use of computer systems, email, spreadsheets, shared inboxes, and internal platforms
• Physical requirements: Prolonged periods of sitting and working at a computer. Frequent use of keyboard, mouse, phone, and standard office equipment. Occasional standing, walking, bending, and lifting of standard office materials up to 25 pounds
• Schedule expectations: Standard business hours with flexibility as needed for client, supplier, contract-processing, or issue-resolution needs