Odyssey Energy Solutions

• Fully understand all elements important to the customer that may impact deployment and communicate this effectively with internal teams. • Deploy Odyssey to customers; ensuring successful completion of contractual requirements and go-live milestones. • Build strong partnerships and lines of communication with internal and external stakeholders. • Develop deployment plans and lead these plans with State stakeholders and internal Odyssey teams, including Engineering, Product, and Support. • Drive all customer growth and adoption, leading to successful renewal. • Ensure we’re deploying customers in a scalable and effective way; i.e. don’t re-invent the wheel for every new customer.

• Respond to customer inquiries via phone, email, SMS, and chat in a timely and professional manner. • Resolve customer issues and complaints, escalating complex cases as needed. • Provide accurate information about the ESA and microgrant programs Odyssey serves. • Maintain detailed records of customer interactions and transactions. • Collaborate with team members to improve processes and enhance the customer experience. • Participate in training and development opportunities to enhance skills. • Meet performance targets and contribute to team goals. • Stay up-to-date with company policies and product knowledge.

• You ensure every customer we work with sees Odyssey as an indispensable partner • You own and execute projects across new and existing customers • You build strong, trust-based relationships with your assigned customer stakeholders

• Own customer support performance across channels (phone, chat, email) • Accountable for SLAs, AHT, CSAT, quality, retention, and key metrics • Conduct recurring channel assessments using reports and quality measures • Own State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelines • Develop and execute State Program operational strategies in partnership with Implementation Team • Leverage performance data and reporting to drive insights, recommendations, and improvements • Directly lead and develop your team of Support Specialists through coaching, motivation, and support • Enable Support Specialists to deliver exceptional service across all channels • Act as a key liaison between frontline Support Specialists and Support Leadership • Identify potential risks to Odyssey’s Support operation and the State Program, resolve issues, and implement risk mitigation plans • Run weekly interaction calibration sessions to ensure alignment on agent performance and quality expectations • Serve as primary point of contact for State Program escalations • Proactively share performance feedback with Support leadership • Partner with Head of Support to enhance processes • Conduct process reviews and establish best practices • Document and memorialize process improvements • Champion a continuous improvement mindset across Support and within State Programs