Contracts & Enrollments Specialist - Hybrid Schedule

The Contracts and Enrollment Specialist is a working member of the team who implements the MPG sales strategy, through supporting the sales team, and our customers with the contracting, onboarding, and enrollment of new and renewing customers as well as the internal setup within Mansfield systems and processes. This role includes responsibility for the enrollment of new meters and accounts, providing support for all customer care, billing and sales team members and serves as the operational point of contact for MPG customers in coordination for their enrollment to the utility. This role is dedicated to providing best-in-class customer service including relationship management, sales organization engagement, new business integration, business/technical support, data analytics, and high-level issue resolution.

Responsibilities

Enrollment and Onboarding Management

• Serve as a highly poised, professional, and courteous contact point for persons communicating with the utility in coordination for all enrollment of new meters or new enrollment into a Mansfield Power and Gas pool.
• Ensure all seasonal customers are enrolled and dropped in an accurate and timely manner
• Ensure all customer set-ups are timely and entered correctly into Utilibill with appropriate rates
• Coordination with Sales and Customer Care to manage the month-to-month customer list
• Contract auditing for new meters with renewing customers
• Coordinate with various departments to ensure high level of operational issues are resolved completely and in a timely manner on behalf of the customer
• Support sales team and pricing desk requests throughout sales cycle to compile prospective customer service location attributes
• Work closely with sales integration to manage input and updates within onboarding system
• Effectively present information and respond to questions from managers, clients, customers, and the general public in regard to issues or changes within the onboarding or enrollment process
• Coordinate with Direct Sales, Supply and Customer Care Teams to ensure a seamless onboarding experience, service fulfillment and customer retention.
• Ensure customers service quality, efficiency, and accuracy with all transactions; resolve customer complaints in a friendly and tactful manner; research and resolve complex customer issues and escalate as appropriate.
• Collaborate with the Direct Sales reps
• Maintaining and updating the core elements of Mansfield Natural Gas Enrollment guide with all current and upcoming future changes of policies and contacts
• Compile, maintain and update documentation or customer database as necessary during the bid process
• Assist in ensuring a smooth onboarding of any won bids with the operations team
• Maintain accurate and complete data for assigned customer accounts and activities in billing system
• Collection and maintaining of all Contract data for all individual customer and/or sites
• Assist with contract countersignature and collecting record of contracting into the customer database
• Collaborate with various departments to effectively manage terminated or dropped meters within the contract period to establish viability of termination fees to follow
• Work surrounding special project which could include contract audits, system configuration, or additional report generation.
• Work in conjunction with rest of commercial team in order to keep abreast of growth initiatives and help improve processes and execution.

Reporting/Documentation

• Assisting management with updates and submission of weekly/monthly/ad hoc reporting including the SCAR
• Complete and maintain accurate records of enrolled and missing enrollments with detailed reasoning to drive improvement and success forward
• Generate confirmation or missed enrollment notices for both internal and external use

Requirements

Formal Education & Certification

• Bachelor's degree or equivalent experience

Knowledge & Experience

• 5 years business to business experience preferably in customer account management or account enrollment type of role
• 5 years of experience maintaining data, generating reports and extracting data from operating systems
• 2 years of Natural Gas experience
• Intermediate Microsoft Excel, Access and Outlook skills

Qualifications & Characteristics

• The ability to accept and take responsibility for all customer activity and interface
• Ability to capture and document reporting requirements from multiple sources
• Strong written, verbal and presentation skills
• Strong analytical and problem-solving skills
• The ability to multi-task in a fast-paced environment
• The ability to work in a team environment
• Proven ability to work effectively under pressure & meet deadlines.
• Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail
• Ability to work well with all levels of internal management and staff, outside clients and vendors, and be a welcoming, forward-thinking, and self-motivated individual

Work Environment

• 40-hour Hybrid Schedule once training is completed (3 days in office, 2 days remote)
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status