Hello, we're E Source

We help utilities solve problems, make business decisions that serve their customers well, and give them the competitive advantage they need to succeed. We work with thousands of utility employees and leaders across the US and Canada, arming them with the knowledge and guidance they need to adapt to ever-changing business and market conditions.

If you've worked as a customer service representative providing over-the-phone or digital customer service, we want to talk to you. This is an opportunity for you to bring the burning ideas you've had to improve your customer service operations to help the electric and gas utility industry improve its operations. As a customer service researcher at E Source, you'll use your contact center experience, knowledge, and ideas to give utilities recommendations on how to improve their efforts. Perspective on billing and payment, credit and collections, and interactive voice recognition (IVR) best practices are a plus. This is not a customer service representative role.

As a researcher of customer service operations, you’ll conduct industry research, write reports, deliver presentations, and provide on-demand support to E Source’s more than 300 utility members across the US and Canada. If you don't think you're proficient in writing or presenting, know that E Source invests in elevating our people's writing and presenting abilities. 

E Source, located in Boulder, Colorado, provides independent research, information, advisory, and consulting services to utilities and other key players in the energy marketplace. 

Responsibilities

• Answer research requests from members while managing three to five additional research projects
• Think critically to determine best practices and lessons learned from numerous types of customer service efforts
• Translate customer service jargon and technical information into content that’s easy for the E Source audience to understand
• Integrate your knowledge of customer service into research requests, reports, presentations, and conversations with members
• Confidently present research findings via live webinars and in-person meetings
• Coordinate and co-lead in-person events
• Support the customer service practice lead or department head with special projects throughout the year

Qualifications

• 1-3 years of relevant customer service experience, preferred
• A bachelor’s degree
• An understanding of utility practices, preferred
• Demonstrated virtual and in-person presentation skills
• Excellent planning, organizational, analysis, problem-solving, and time-management skills
• A basic understanding of market research techniques, including data collection and analysis
• An understanding of customer service organizations, strategies, and tactics, preferred

E Source is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status