Empresa :
Brigjt
Customer Enjoyment Billing
About Bright
At Bright, we are building a global movement to rapidly spread clean energy across Mexico and beyond. We do so by simplifying the adoption of rooftop solar via advanced technology and human connection. We’re fast-moving and results-oriented; we’re passionate about spreading solar energy as fast as humanly possible while having fun doing it.
About the position
As a Customer Enjoyment Billing Analyst at Bright, you play an integral part in our customers’ journeys, enabling us to be the #1 solar energy service provider in all Mexico. You will make sure that all customers have a clear path on their billing process. Your daily responsibilities may involve speaking on the phone with clients to help them resolve their questions on these parts of their process, following up on open cases with other Bright departments as well as external service providers, and suggesting efficiency improvements for our existing internal processes. You will provide general support for all customers across departments and will own communication for those in the Billing phase with Bright. Maintaining a healthy portfolio while offering the best customer experience.
We’re looking for someone who
Is passionate about making the world a better and more sustainable place
Is an entrepreneur, in love with startup culture.
Is a “do-er” that doesn’t need much direction to deliver on targets.
Is excited about learning new things and developing new skills.
Is organized, comfortable with technology, and can adapt to rapid structural changes.
Is extremely patient and understanding.
Is concise and clear in communication.
Is comfortable speaking English and communicating concisely.
Have a proven track record of success.
Have SQL skills and database analysis experience.
Have analytic skills and structured thinking.
Have time availability to work full time.
Your tasks and responsibilities will be
To ensure a great experience by owning all customer communication during the billing process.
To implement a protocol for clients who have pending payments which will allow us to standardize the collection process and debt settlement offers to our clients.
To apply problem solving skills and negotiation skills to resolve emergencies in the best interest to both the customer and Bright (ensure any compensations are fair to both).
To iterate on current processes and tasks to automate them and make your process scalable through software solutions.
Your Key Results will be
At Bright we operate on the OKR system pioneered at Intel and used widely at Google and many tech companies
For this specific role your KR (upon which your success will be measured) are:
Maintain the successful customer handling standard process developed in Q3 to maintain the Q4 customer satisfaction scores.
KR1: 100% satisfaction score.
Reduce the number of touch points needed in the Customer Journey by 30%
KR2: Tickets per agent is increased by 30% from 211 in Q3 2021 to 275 by the end of Q4 2021.
Create a dashboard that shows our real default rate vs 0.5% goal and determine 1-2 top priority efforts to close the gap.
KR3: Optimize the reduction percent in delinquency portfolio (with the north start of achieve 95% of payment compliance in each portfolio).
KR4: <0.5% default per year by Q1 2022
Compensation / Benefits
Competitive base salary with results-based variable pay.
A fun, high-caliber team that trusts you and gives you the freedom to be brilliant.
The opportunity to learn first hand about the distributed generation regulatory scheme in México while being a part of the fastest-growing startup in the country.
Unparalleled learning – we have access to an amazing list of advisors and investors that we actively engage on this project.
Awesome work environment - all input and ideas matter to us.
How to Apply