Client Relations Specialist, Energy
Job Location:
Job Location:
Boston, MA - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
10 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Mantis Innovation provides managed facility services and turnkey program management with technology-enabled solutions that target the entire building footprint. We look at the entire facilityinside and outand can impact 70% of what a building operator allocates critical budget dollars toward including: Strategic electricity and natural gas procurement renewable energy and demand response; climate impact reduction and reporting net zero strategies and sustainability planning; roofing solar HVAC assessment management pavement building envelope data center optimization and EV charging; lighting/LED retrofits HVAC/mechanical systems and BMS/BAS improvements and implementation.
The Client Relations Specialist plays a critical role in supporting and servicing existing client accounts by acting as a key liaison between clients internal sales teams channel partners and energy supply partners. This role is responsible for maintaining strong relationships ensuring accurate and timely contract processing and resolving post-sale issues to deliver high-quality client experience throughout the contract lifecycle.
OUTCOMES
- Respond to and triage 95% of client inquiries within 1 business day via shared inbox and direct communication channels
- Resolve 90% of client issues (billing enrollment supplier discrepancies) within defined SLA timelines
- Reduce recurring client or supplier issues by identifying and escalating at least 2 process improvements per quarter
- Maintain timely and accurate communication with Sales channel partners and suppliers with follow-up documented in internal systems for assigned client issues.
RESPONSIBILITIES
- Serve as a primary point of contact for assigned client accounts including communication related to contract status billing questions service changes and ongoing support
- Manage and monitor a shared client relations mailbox ensuring timely responses proper triage and appropriate follow-up on inbound requests
- Maintain strong working relationships with energy suppliers to support issue resolutions
- Partner closely with internal sales teams to support active accounts clarify contract details and assist with client needs
- Support channel partners by addressing questions and assisting with client-related requests and post-deal support
- Track and document account activity communications and issue resolution in internal systems to ensure visibility and accountability
- Troubleshoot post-sale issues such as enrollment delays billing discrepancies or supplier rejections and drive them to resolution
- Escalate complex time-sensitive or high-impact issues appropriately while maintaining ownership through resolution
- Identify recurring issues process gaps or trends and contribute to continuous improvement initiatives
- Maintain compliance with internal policies documentation standards and industry requirements
MINIMUM QUALIFICATIONS
- Bachelors degree in Business Finance Operations Analytics or equivalent experience in lieu of degree
- Strong proficiency with Microsoft Office especially Excel
- Strong analytical and detail-oriented aptitude; a high degree of accuracy
- Excellent communication and organizational skills
- Ability to manage time effectively set priorities and meet deadlines
- Ability to learn and adapt to change
PREFERRED QUALIFICATIONS
- Prior experience in customer service or professional services related environments
- Experience in energy utilities or a contract-heavy operational environment
- Exposure to finance-adjacent workflows (billing margin analysis reporting)
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
- Work environment: Hybrid work environment (3-days a week in office) with regular use of computer systems email spreadsheets shared inboxes and internal platforms
- Physical requirements: Prolonged periods of sitting and working at a computer. Frequent use of keyboard mouse phone and standard office equipment. Occasional standing walking bending and lifting of standard office materials up to 25 pounds
- Schedule expectations: Standard business hours with flexibility as needed for client supplier contract-processing or issue-resolution needs
$60000 - $74000 a year
Note: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties responsibilities or qualifications associated with the position.
What else can we offer you
We offer a fantastic lineup of benefits including Medical Dental Vision FSA HSA 401k Matching Paid Vacation Paid Sick Paid Holidays Paid Parental Leave Paid Short Term & Long Term Disability Tuition Reimbursement and a flexible hybrid work schedule (for office-based employees). Working at Mantis also brings tremendous professional development opportunities that allow you to make a real impact on both the company and your career!
Not sure you meet every single requirement
Studies show that women and individuals from underrepresented groups often hesitate to apply unless they check every box. At Mantis were committed to building an inclusive and equitable teamso if this role excites you wed love to hear from you even if your experience doesnt match every single qualification.
Mantis Innovation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
About Company
Patriot Energy Group, a division of Mantis Innovation, is one of the largest and fastest growing retail electricity and natural gas management firms operating in all competitive markets throughout the United States. As a client-side energy broker/advisor, we work closely with our clie ... View more
