Customer Service Representative
Overview:
The Customer Service/Energy Representative is a key resource for participants in CLEAResult's energy efficiency programs.
The representative is responsible for taking incoming telephone calls and qualifying leads, performing lead outreach, answering questions, scheduling appointments, solving problems, and providing exceptional customer service and support. As the first point of contact for potential participants in CLEAResult's programs, this individual must utilize good interpersonal skills to communicate with, resolve issues for, and answer questions for customers on a daily basis with a primary goal of understanding customers' needs and recruiting for program participation. This individual will leverage strong customer service skills, consultative sales skills, and knowledge of building science to effectively engage and qualify customers.
Responsibilities:
Customer Intake: Identify and assess customers' needs to achieve satisfaction, establish account, determine qualification and eligibility, conduct entry interview, and call routing as appropriate
Ability to attract potential customers by answering product and service questions; suggesting information about other products and services
Track all activity in data management system accurately and completely to ensure data quality
Maintain current program knowledge including features and benefits of current program(s), as well as complementary programs and cross train into various programs
Conduct outreach to leads
Successfully connect with leads generated from a variety of program marketing, education, and outreach efforts and effectively track lead dispositions
Provide long-term follow-up with inactive leads to drive increased program participation
Send appropriate forms and information to customers
As needed: Rebate processing and QA/QC support, including reviewing completeness of energy upgrade project submissions and scheduling of field QC visits
Deliver excellent customer service and provide consistent and timely follow up
Adhere to performance based KPI's including quality call monitoring criteria
Follow through on tasks and assignments in a professional manner that prevents errors and maximizes performance
Exhibit CLEAResult Guiding Principles in all communication efforts, both written and verbal, with all internal and external customers, while following CLEAResult policies and procedures
Maintain high levels of confidentiality
Qualifications:
High School Diploma or Associated Degree Preferred
Six months previous successful telephone sales or customer service experience required.
Knowledge of building science concepts and applications preferred
Ability to work evenings and weekends if needed
Bilingual preferred
Proficiency in computing and expertise with or ability to quickly learn a variety of web-based software tools including email, file management, and data management applications.
Ability to type at least 40 WPM and MS Office Proficient
Effective sales skills with demonstrated experience preferred
Ability to efficiently handle multiple tasks at one time
Ability to learn new information quickly
Commitment to exemplary customer service
Strong listening, verbal, and written communication skills
Consistently friendly, positive, and respectful communications, even under pressure
Ability to prioritize and deliver in a fast-paced environment
Able to identify areas for improvement, accept constructive feedback and motivated to continuously improve performance
Options:
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Customer Service/Energy Representative is a key resource for participants in CLEAResult's energy efficiency programs.
The representative is responsible for taking incoming telephone calls and qualifying leads, performing lead outreach, answering questions, scheduling appointments, solving problems, and providing exceptional customer service and support. As the first point of contact for potential participants in CLEAResult's programs, this individual must utilize good interpersonal skills to communicate with, resolve issues for, and answer questions for customers on a daily basis with a primary goal of understanding customers' needs and recruiting for program participation. This individual will leverage strong customer service skills, consultative sales skills, and knowledge of building science to effectively engage and qualify customers.
Responsibilities:
Customer Intake: Identify and assess customers' needs to achieve satisfaction, establish account, determine qualification and eligibility, conduct entry interview, and call routing as appropriate
Ability to attract potential customers by answering product and service questions; suggesting information about other products and services
Track all activity in data management system accurately and completely to ensure data quality
Maintain current program knowledge including features and benefits of current program(s), as well as complementary programs and cross train into various programs
Conduct outreach to leads
Successfully connect with leads generated from a variety of program marketing, education, and outreach efforts and effectively track lead dispositions
Provide long-term follow-up with inactive leads to drive increased program participation
Send appropriate forms and information to customers
As needed: Rebate processing and QA/QC support, including reviewing completeness of energy upgrade project submissions and scheduling of field QC visits
Deliver excellent customer service and provide consistent and timely follow up
Adhere to performance based KPI's including quality call monitoring criteria
Follow through on tasks and assignments in a professional manner that prevents errors and maximizes performance
Exhibit CLEAResult Guiding Principles in all communication efforts, both written and verbal, with all internal and external customers, while following CLEAResult policies and procedures
Maintain high levels of confidentiality
Qualifications:
High School Diploma or Associated Degree Preferred
Six months previous successful telephone sales or customer service experience required.
Knowledge of building science concepts and applications preferred
Ability to work evenings and weekends if needed
Bilingual preferred
Proficiency in computing and expertise with or ability to quickly learn a variety of web-based software tools including email, file management, and data management applications.
Ability to type at least 40 WPM and MS Office Proficient
Effective sales skills with demonstrated experience preferred
Ability to efficiently handle multiple tasks at one time
Ability to learn new information quickly
Commitment to exemplary customer service
Strong listening, verbal, and written communication skills
Consistently friendly, positive, and respectful communications, even under pressure
Ability to prioritize and deliver in a fast-paced environment
Able to identify areas for improvement, accept constructive feedback and motivated to continuously improve performance
Options:
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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