Remote Customer Care Specialist (Outbound)

Description:

• Answer incoming customer telephone calls and log all calls
• Work across multiple programs and phone lines and ability to transfer calls
• Promote participation in energy efficiency programs that the customer may qualify for
• Address and resolve customer inquiries, regarding products, services, billing, etc.
• Establish and maintain positive working relationships with customers by ensuring a high level of customer service
• Address and resolve customer complaints and make recommendations
• Make outgoing calls to customers for scheduling appointments, taking surveys, and promoting a program offering to a qualifying customer
• Follow-up on customer calls not immediately resolved
• Provide accurate and timely information regarding the status of customers’ application and rebate checks
• Enter all required information into computerized systems to create and maintain the customer database.
• Provide inside support to Program Manager, Energy Engineers and Energy Advisors as needed
• Communicate with customers via alternative media
• Reliable and predictable attendance and punctuality

Skills & Qualifications:

• High School diploma or equivalent
• Associates Degree - Preferred
• 2+ years of previous call-center customer service experience
• Strong customer service and communication skills
• Must be able to handle a wide work variety and work in a fast-paced environment
• Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload
• Ability to identify and resolve project application issues with customers and trade allies
• Knowledge of program parameters and levels of service
• Proficient in Microsoft Office, specifically Word, Excel and Outlook
• Strong data entry skills in entering information in tracking systems/databases
• Ability to communicate effectively, both verbally and in writing with customers, clients and employees
• Ability to analyze and interpret data and solve practical problems
• Knowledge of mathematical concepts such as fractions, percentages and ratios
• Proficient in English and Spanish - Preferred