Customer Outreach Associate

Software Guidance & Assistance, Inc., (SGA), is searching for a Customer Outreach Associate for a contract assignment with one of our premier Utility services clients in Tampa, FL.

Responsibilities :
This position is responsible for the daily performance and execution of the SPP Customer Outreach Program. The position will be responsible for monitoring the SPP Inbox to initially screen customer feedback, questions, and complaints. In addition, The position will be tasked with tracking and reporting project communications schedules for the SPP program(s). This position will execute mailings, postcards, digital communications, and other outward-bound aspects of the SPP Customer Outreach Program.

• Responsible for maintaining a database that records the actual date that each step in the SPP communications protocol was achieved for each milestone on each project.
• Monitor the SPP Inbox to evaluate customer complaints and inquiries. Coordinate efforts to investigate and develop an appropriate response. Maintain a database of all complaints and inquiries received and their status to ensure all are brought to completion.
• Support team efforts to coordinate in-person meetings at the request of external stakeholders.
• Facilitate and track mailings by working with the firm's print shop.

Required Skills:

• Must have strong analytical skills, demonstrated communications skills, and be able to proficiently use all MS Office tools and other software tools
• Must have excellent verbal and written communication skills, and adaptability to work both independently and in a team environment.
• Must have demonstrated skills necessary to lead and/or positively influence others and to successfully handle and/or supervise multiple projects at one time.

Preferred Skills:

• Foundational knowledge regarding electric utility distribution systems and electric customers.
• Demonstrated experience working within an electric utility lateral undergrounding program.
• Demonstrated experience with customer engagement, customer communications and / or customer communication strategy development.
• Demonstrated experience with public speaking.
• Spanish Speaker

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.