Client Service Specialist - Associate

PCI Energy Solutions (formerly Power Costs Inc.) is the premier provider of software, superior customer support, and value-added services for energy companies worldwide. For almost 30 years, PCI has set the standard for developing customer-focused, customer-driven software to meet the constantly evolving needs of ISO/RTO market participants and bilateral traders. More than 50% of all the power generated in North America is optimized using the PCI Platform. 70% of Fortune 500 Utilities in the U.S. utilize PCI software solutions.

Responsibilities

• Administer PCI application suite for customers using our hosted (cloud-based) solution.
• Provide basic software support services to customers (internal and external) using PCI software.
• Monitor, triage, and route telephone calls and support tickets from PCI's clients requesting technical software support.
• Serve as the primary point of contact for client inquiries, concerns, and requests.
• Provide expert guidance on company products or services and address client questions effectively.
• Resolve client issues promptly and escalate complex issues to the appropriate internal teams when necessary.
• Build and maintain strong relationships with clients to foster loyalty and satisfaction.
• Coordinate with internal departments to ensure timely resolution of client requests and follow-up on client interactions.
• Proactively identify opportunities to improve processes and enhance the client experience.
• Maintain accurate records of client interactions and feedback in the CRM system.
• Collaborate with the sales and marketing teams to support client retention and expansion efforts.
• Stay up-to-date on industry trends and best practices in client services to continuously improve performance.

Skills and Qualifications

• 0-3 years of experience.
• AWS Cloud Practitioner and AWS Associate Solutions Architect certifications.
• Desire to learn and excel in a customer-focused role.
• Passionate about technology and software.
• Technical degree/training preferred but not required.
• Proven experience in a client-facing role, preferably in customer service or client services.
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• Strong interpersonal skills and the ability to build rapport with clients and internal teams.
• Demonstrated problem-solving abilities and a proactive approach to addressing client needs.
• Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
• A positive attitude, resilience, and a commitment to delivering exceptional service.
• Flexibility to adapt to changing priorities and business requirements.
• Experience in the industry or knowledge of the company's products/services is a plus.