Energy Specialist - Customer Support

Job description

**Welcome to the future of energy** Octopus is a tech-powered energy company. We believe technology has the power to address our greatest challenge, climate change, while also delivering incredible service and customer experience. We are changing the way people interact with their energy company - by making it approachable, low cost, easy-to-understand, and most importantly, 100% renewable. **Want to work in a soul-destroying customer service call center?** **Don’t apply here.** *We’re a bit different...* You won’t believe it until you actually start working here. We try to explain it during the application and interview process but really, until you’re immersed in our culture, you’ll realize you’ve never worked anywhere like it. At Octopus you’re not a number. You're a human and we treat you like one. And that’s how we want our customers to feel too. We want you to help our customers - like genuinely help. Like out of the box, what can I do here to make a difference to this customer, help? Crazy huh? You’ll chat to customers over the phone and via email while being given the freedom to help them in a way you too would like to be helped. You’ll take ownership of their needs and find a way, no matter what, to figure things out with them. We treat all of our customers like our grannies, (No offense intended - we really love our grannies) - with patience, kindness and warmth. We could tell you so many stories of the relationships customers have built with us as if we were family. Would you believe they send us poems, artwork, handwritten letters, photos of their family, babies and pets? It’s bonkers and we love it. **We call it the Octopus effect.** It won't take long for those tentacles to wrap around your heart once you join us. Your colleagues will be some of the most amazing people you’ll be lucky enough to call friends. They are the most enthusiastic, determined, curious crew who love being part of disrupting the energy industry but also sharing our mission to humanize the customer service experience. **We don’t lie - it’s not easy.** Learning in a fast-paced, ever-changing environment isn’t for the faint-hearted. Every day you will come across problems not seen before, and you’ll be tasked with bringing about awesome solutions. Expect the unexpected. Ask questions, drive change ,and share your ideas. There’s a lot (and we mean a lot) to learn, and a lot of work to do. Just when you think you know everything there is to know - something changes. We’ll help you build your knowledge and be committed to your development. If you’ve got the attitude to thrive here and want to make a difference - we’ll go that extra mile for you. ### What you'll do... - Talk to our customers over the phone or via email, resolving their queries and perhaps engaging with other suppliers too. - Working in Operations, you’ll be at the heart of everything we do - helping our customers. - Taking full responsibility for all issues that you come across, you’ll be delivering end to end customer service. Gone are the days of customers getting stuck in a never ending loop of being transferred between departments, you’ll be fully trained in every aspect of the customer experience and be able to help with any problem. - Every day, you’ll be tasked with bringing about awesome solutions while keeping up with rapid fire change as we grow. Expect the unexpected. ### What you'll need... - Fluency in Spanish is ***strongly*** preferred - Prior energy experience isn't required - we'll happily meet you where you're at and teach you what you need to know! We just ask that you have a passion for sustainability and providing world-class customer service! - Highly motivated and lots of drive to succeed is a must - MS Office Suite Proficient - Highly organized - Energetic - Quick Learner - Takes instruction easily and follows through - Candidates must be available to work a standard schedule of Monday-Friday, 9:00am - 5:30pm. ### Bonus points if you have... - Bachelor’s or Associate's Degree ### The types of people that we'd love to hear from are those that are... - **Excited to help customers -** Customers are at the center of everything we do. From the CEO to our Data Scientists, everyone across the business deals with customers. In Operations, we’re at the forefront and the main point of call for all our customers and it will be your main responsibility to go to the ends of the earth to keep our customers impressed and excited about Octopus Energy being their energy supplier. - **Open minded -** We’re a rapidly growing company, which means sometimes things go wrong, and we don’t shy away from this. We take everything as a learning curve and expect you to as well, being proactive in spotting weak areas and suggesting solutions and improvements to the customer’s experience. - **Approachable -** Everything we do in operations, and across Octopus, is built around teamwork. People in our teams are always there to support and help each other and we expect everyone to be a team player. - **Inclusive -** We are looking to continue building our wonderful, inclusive culture full of enthusiastic, unique and diverse people from all backgrounds as we grow and continue to change the industry. - **Dedicated to sustainability -** As a renewable energy supplier, those who are a part of our team are also deeply committed to helping in any way they can in their own lives in the fight against climate change and making a positive impact for the future. - **Committed to improvement -** Our energy specialists are the main point of call for our customers and their input hugely shapes the customer journey. We are looking for people who will actively looking for ways in which we can improve the customer experience and not be afraid to speak up. - **A strong work ethic -** A role in operations is very fast paced and can be challenging at times. We’re looking for people who can deal with challenging situations and who are responsible for their own future by working extremely hard to achieve their goals. ### Why join us? - **Innovation-Led Culture**: Be part of a company that leads with innovative solutions and challenges traditional industry norms. - **Impactful Work**: Your contributions will directly influence our growth and help shape the future of sustainable energy. - **Collaborative Environment:** Work in a dynamic, supportive environment that fosters creative thinking and problem-solving. ### Why else you'll love it here... - Fully paid **medical, dental, and vision insurance** options. - **Paid time off** — we know working hard means also being able to recharge as needed, we trust our employees to get the work done and take the time they need. Octopus offers 20 days paid vacation, 8 paid sick days, and discretionary unlimited paid time off. - **401(k)** **plan** with employer match. Octopus matches 100% of contributions on the first 3% and 50% of contributions from 3-5%. - **Parental leave**. Biological, adoptive and foster parents are all eligible. We pay 16 weeks at full pay and then an additional 8 weeks at half pay. - **Pre-tax** commuter benefits. - **Equity Options:** every Octopus employee owns part of the business. We’re a team, working together towards huge goals. Every person is crucial to our success, you should be rewarded as such. - **Wondering what the salary for this role is?**Just ask us! When on a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!