Randstad Prototype Specialist in Charlotte, North Carolina
salary:$26 per hour
date posted:Monday, January 7, 2019
Seeking a Prototype Specialist for a large utilities company in Uptown Charlotte, NC. This position will serve as a Prototype Specialist supporting a Customer Prototype Lab. The Lab tests ideas with customers in order to help internal clients make informed decisions based on customer insights. The Lab also incubates evolving customer programs not yet ready to scale. Our team aspires to be the "go to" people for swiftly and effectively testing ideas and incubating programs where, through the power of our collective insight, we help transform our customers' future energy experience. This position will specifically serve as the Outdoor Lighting Prototype Specialist focused on delivering Customer Care to residential and non-residential customers participating in our Outdoor Lighting programs. This work includes providing inbound and outbound phone based sales and customer care while identifying growth and customer experience improvement opportunities.
Delivering the desired customer experience for the Lab's prototypes to Outdoor Lighting residential and non-residential customers. Includes but is not limited to outbound sales, inbound sales support (back office fulfillment and set up), issue resolution and customer relationship building delivered via phone, email and/or social media.
Gathering, tracking and communicating relevant insights, customer activity and Voice of the Customer (a market research technique that produces a detailed set of customer wants and needs, prioritized in terms of relative importance and satisfaction).
Providing insights on how to improve and iterate prototypes including recommending improvements and / or solutions to improve prototype participation while preventing customer experience problems.
Contributing to the design and testing of the tools & applications required to accurately track, analyze and report the prototype learnings or results.
Completing required processing, documentation and fulfillment accurately and in a timely fashion.
Trouble shooting and resolving customer inquiries. Includes performing data analysis/root cause investigations.
Delivering presentations regarding customer observations, issues and inquiries with various audiences to aid in decision making.
Collaborating to improve process flows. Includes updating and maintaining process documentation.
Educating customers regarding available Duke Energy products or services
Working hours: 8:00 AM - 5:00 PM
Demonstrated effective analytical, problem identification, root cause analysis and resolution skills
Proven self-starter, results-oriented, requiring minimal supervision to take charge and get things done
Proficient with Microsoft Office products (Outlook, Word, Excel, Access, PowerPoint, SharePoint)
Bachelors degree in business, marketing, communications or equivalent
3+ years of customer facing experience (Sales, Account Management, Customer Service), marketing experience or equivalent
Experience successfully working in a team environment to achieve shared goals.
Please submit resume for consideration
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