Call Center Agent Irwindale ECC

AnswerNet•Pasadena, CA

3d•Remote

About The Position

AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more. This role involves answering inbound calls from customers regarding a new community energy program, addressing program questions and bill-related inquiries. The agent will provide premier customer service, understand and articulate program nuances, and ensure contractual and Service Level Agreements are met. Continuous improvement through feedback and coaching is expected. The agent will utilize group chat for first call resolution, escalate critical issues, and practice high ethical standards, including data security and accountability. Maintaining effective working relationships with colleagues, clients, customers, and utilities is also a key responsibility. Bilingual Spanish skills are a plus.

Requirements

Strong customer service skills, diplomacy, and tact.
Organized and detail-oriented, analytical with data entry and written program information.
Strong verbal and written communication for logging calls and live chat.
Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts.
High School Diploma Required.
Applicants must have a laptop or desktop (Windows 11, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down).
Good internet access is mandatory.
The following browsers are supported for programs to be used: Google Chrome, Microsoft Edge, Apple Safari 11, and Internet Explorer 11.

Nice To Haves

Associate’s Degree or above a plus.
2 years customer service experience preferred.
Bilingual is a plus (English/Spanish).

Responsibilities

Answer inbound calls from customers regarding the new community energy program, including program questions and bill-related inquiries.
Provide white-glove premier customer service using strong written and verbal communication.
Be proficient in understanding and articulating the nuances of the assigned CPA Programs, and develop an understanding of billing and customer service complexities.
Ensure that all required contractual and Service Level Agreements are met.
Ensure program and billing knowledge of assigned CPA is continually up-to-date, and provide expertise to customers and internal colleagues as requested.
Work to consistently improve by implementing feedback from regular coaching sessions.
Utilize group chat to ensure first call resolution, and escalate critical issues to the client quickly.
Assist the client with urgency, ensure accurate processes are followed, and provide feedback.
Practice high ethical standards; be accountable for data security, time, communication, and statistics.
Maintain effective working relationships with coworkers, clients, customers, and utilities.
May be asked to handle Spanish Bilingual Calls.