Residential Account Specialist (Hilo)

PURPOSE STATEMENT:

The Residential Account Specialist markets and sells gas products and services to new and existing residential markets in order to meet the Company's growth and profitability objectives. They will function as the primary interface between Hawaii Gas and assigned customers. They will also perform operations-related functions.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Identifies potential clients using innovative approaches and standard practices. Devises and implements sales strategies to gain new residential accounts, including the effective use of proposals, energy comparison data, analyses and presentations consistent with company guidelines.  Implements sales programs and campaigns, as directed.
• Develops and employs account management strategies and processes to maximize retention and growth of gas loads within assigned account base.
• Builds, maintains, and enhances relations with customers to support the company’s priority on improving and enhancing the customer’s experience.
• Ensures customer service application and intake forms are completed accurately and on time using the systems provided (principally the Company CRM and CIS).
• Follows proper procedures and processes when establishing new accounts to include the completion of all required paperwork, coordinating the installation and turn-on of system, and evaluating the feasibility of all new projects to ensure that all financial and technical requirements are met.
• Designs new gas service systems, utilizing assistance from Engineering, Distribution, and LPG Supply & Distribution when required or necessary.
• Promptly responds to customer inquiries and continually updates customers on a wide range of matters relating to rates, company practices, PUC tariffs and schedules, servicing policies, applicable codes and regulatory requirements, gas system specifications, etc.
• Assists Operations in a variety of tasks relating to residential customer needs, including but not limited to tank relocation, load increases tank sizing, field evaluation of accounts, and on-call supervisor rotation.
• Keeps current with new residential gas appliances, equipment and technologies as well as trends, processes and developments in the energy industry.
• Provides expertise in understanding customer’s energy needs and identifying and pursuing opportunities for installation of additional gas appliances and replacement of non-gas appliances with gas-fired appliances.
• Represents the Company and participates in appropriate local professional, business and community activities/associations. Establishes and maintains relations with key industry personnel; develops relations with engineers, architects, developers, contractors and gas appliance and equipment dealers.
• Assists in analyzing market conditions, identifying trends, and developing sales forecasts, etc.

OTHER FUNCTIONS/RESPONSIBILITIES:

• Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
• Complies with all applicable corporate and Hawaii Gas policies and procedures.
• Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
• Performs all other related duties as instructed by manager.

Required Education and/or Work Experience:

• High school diploma or GED.
• Two (2) years successful and progressive experience in the gas or energy industry to include outside sales, cold calling, contract negotiations, proposal writing, and account management. Other relevant experience may be considered.
• Proficient with Microsoft suite of tools (specifically, Outlook, Word, Excel, and Power Point), MS Project, and customer service software.
• Working knowledge of NFPA 58, gas utility systems, local zoning laws, and plumbing, building and fire codes.
• Experience with bid submittals, specifically, government bids (city, county, state and federal).

Preferred Education and/or Work Experience:

• Bachelor's or master’s degree in business administration, Marketing or Engineering or equivalent combination of related experience and education.
• Technical knowledge in a field related to the energy industry, such as energy management, HVAC equipment, distributed generation, and end-use gas and electric equipment (motors, engines, heat pumps, water heaters, boilers, cooking equipment, etc.).
• Knowledge of Hawaii’s energy market, designated sales territory and various cultures, including business protocols.
• The knowledge and capability to plan, design and manage new gas services, which includes load calculation/diversification, drawings, sizing (lines, tanks, meters, regulators, gas pressures, etc.), fire suppression systems and permitting.

Required Licensure, Certification, Registration or Designation:

• A valid Hawaii driver’s license.
• Access to an insured vehicle with current registration.

Preferred Licensure, Certification, Registration or Designation:

• Certified Energy Manager, other certification in energy or equivalent related experience and education.
• Sales certifications.
• Certification in finance or equivalent related experience and education.
• Other advanced education or certification(s) which apply to the energy, utility, project management industry and job function.