Blackstone Energy is Looking for Client Service Lead Full Time

Client Service Lead

Every business uses energy. We help our clients use it better, smarter, and cleaner.

Blackstone is an unbiased energy intelligence company providing strategic, full-service commodity management, engineering, project development and carbon advisory solutions to help our clients implement the right infrastructure improvements to decarbonization their facilities.

Our small but mighty team of 65 is impassioned by our vision to take all of our clients to net-zero emissions by 2050 and are a multi-year Canadian Business Excellence Award winner. With an entrepreneurial spirit and a purpose-driven mandate, we are on a mission to help our clients save, sustain and thrive in the built environment. There’s never been a more exciting time to join a business like ours that is smack in the middle of a carbon and energy industry transformation that is foundational to solving the world’s climate crisis.

What you will do:

• Act as the central point of contact for UBM clients for all service- related issues. Receive and respond to day-to-day inquiries/requests from clients, and manage and escalate client issues, accordingly, ensuring that a complete resolution is provided to clients within defined SLAs.
• Conduct regular client meetings to foster relationships and provide updates on performance and issues resolution progress.
• Work and collaborate with internal partners on on-going operational issues and processes, assist with enhancing and resolving internal and client experience on all UBM processes.
• Build and enhance loyalty by reducing client effort in their interactions with Blackstone. Promote ease of doing business for all client touchpoints through product and process education.
• Assess client situations and provide comprehensive solutions for items that have a short-term resolution timeframe; where an issue has a heightened sense of urgency, ensure senior level engagement to provide the client with a sense that the item has Blackstone’s appropriate attention.
• Use superior judgement to understand the impact of situations to the client(s) and Blackstone. Act as an advocate for the clients by managing their expectations, establishing clear communication and keeping them informed of open issues and providing a superior level of service.
• Keep apprised of the continuously evolving Blackstone policies procedures as well as client specific processes.
• Accountable for ensuring that all aspects of on/offboarding of client accounts including but not limited to:
• planning and executing onboarding and offboarding activities
• working very closely with internal partners ensuring integration with client’s portfolio have sound approaches and in a timely manner
• preparing onboarding transition plan and continuous updates/reviews throughout transition
• Other ad-hoc assignments relating to new or existing Blackstone’s UBM offering
• This is a hybrid role

What you will Bring to the Role:

• 3-5 years of customer service experience
• Strong organizational and communication skills
• Ability to problem solve and think strategically
• Ability to work independently and as a member of a team

See How We’re Creating Good Energy

At Blackstone we operate with an ethos of creating good energy for our people, clients and the planet. Our values are central to guiding how we do business and why we do what we do:

Client First.

Anticipate customer needs and act with unbiased transparency to earn their trust.

Climate Crusaders.

Net-zero impact is our passion and protecting the planet, our responsibility.

Make it Right.

Deliver with excellence, always. Do the right thing even when it’s not the easiest thing.

Think Like an Entrepreneur.

The new energy economy demands we create, do better, innovate and think big to solve for the climate crisis.

Team Up.

Collaborate to bring innovative perspectives and the best solutions. Our unique, diverse backgrounds and experiences fuel better outcomes for all.

Why job seekers choose Blackstone:

We offer an attractive total compensation plan that includes competitive pay, flexible work arrangements, fully funded, employee-focused benefits (including virtual doctors, and an extensive Employee Assistance Plan), and a collaborative, inclusive, solutions-oriented work culture.

Blackstone is an equal opportunity employer, providing equal opportunities to employees regardless of gender, race, ethnicity, disability, sexual orientation, religion, marital status or age.

Our commitment to sustainability is foundational to who we are. Read our Corporate ESG report here.