Customer Care Representative III

CMC Energy•Fort Washington, WA

7d•Onsite

About The Position

The Customer Care Representative III is responsible for initiating calls to client base to qualify and schedule energy audits. This position also acts as a resource for mentoring and training Customer Care Representatives I and II as needed.

Requirements

High school diploma or equivalent required.
2-4 years prior call center or customer service experience required.
Excellent customer service skills required.
Demonstrated success in working on project teams.
Strong communication, both verbal and written, and relationship-building skills.
Strong attention to detail while maintaining accurate documentation.
Ability to manage multiple priorities in a fast-paced environment and adapt to change when needed.
Ability to work a flexible schedule.
Proven ability to meet objectives.
Perform the essential functions and physical demands of the position with or without accommodation.
Proficient with Microsoft Office Suite.
Ability to master additional CRM and information management tools as needed.

Nice To Haves

Minimum one (1) year as a Customer Care Representative II preferred.
Current employees must be in good standing with 6 months satisfactory performance and no corrective actions in past 6 months
Bilingual Spanish speaking a plus.
Prior experience with SalesForce CRM preferred.

Responsibilities

Responsible for inbound and outbound customer calls to schedule, confirm, arrange service appointments from three or more programs and complete satisfaction surveys.
Deliver scripts that describe products or services in order to engage and inform customers to schedule a service appointment by phone.
Identify any potential quality issues and escalate per defined process.
Meet performance expectations for call center metrics as defined.
Qualify program applicants, complete questionnaires and mail program applications.
Explain products and services, including pricing, and answer general customer service questions.
Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
Schedule weekly and fill in appointments for technicians and subcontractors.
Receive inbound inquiries from previous contacts as well as internal and external customers.
Resolve general customer service and scheduling issues including level one and level two escalations.
Escalate issues and inquiries as appropriate.
Ensure monthly performance measures are consistently at meets expectations or above while focusing on deadlines and deliverables.
Provide Customer Care training as assigned.
Handle fiscal responsibilities and input invoice and work orders in appropriate system as needed by location.
Mentor other customer care associates to ensure staff is performing effectively and at their highest potential to achieve program goals and grow the organization.
Provide administrative support as needed.
Perform other duties as assigned.