Customer Care Representative Tier II

CMC Energy Services•Massachusetts, MA

1d•$41,100 - $55,660•Onsite

About The Position

The Customer Care Representative is responsible for inbound and outbound call volume, initiating calls to appropriate client base to qualify and schedule appointments. Level II Works proficiently on two utilities or programs.

Requirements

1-2 years prior call center or customer service experience preferred.
1 year CMC call center experience preferred.
Current employees must be in good standing with 6 months satisfactory performance and no corrective actions in past 6 months.
High school diploma or equivalent required.
Excellent customer service skills required.
Bilingual Spanish speaking a plus.
Strong communication, both verbal and written, and relationship-building skills.
Ability to manage multiple priorities in a fast-paced environment and adapt to change when needed.
Proven ability to meet objectives.
Strong attention to detail while maintaining accurate documentation.
Ability to work a flexible schedule.
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

Bilingual Spanish speaking a plus.

Responsibilities

Conduct outbound calls and manage inbound calls according to daily dialing goals set by leadership.
Use service knowledge to showcase the solutions that CMC Energy can offer, analyze individual customer needs, and respond to customer inquiries efficiently.
Confirm appointments and conduct reminder calls three days and one day before scheduled appointments.
Qualify program applicants, complete questionnaires and mail program applications as needed by location.
Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
Resolve general customer service issues. Escalate as appropriate.
Meet individual performance metrics consistently, including adherence, number of scheduled appointments, number of completed appointments, QA scores, and appointment cancellation rate.
Focus on achieving individual goals such as total talk time and calls dialed, while also contributing to team and program goals.
Follow scripts accurately and explain product details, program eligibility criteria, and gather necessary customer information.
Attend mandatory weekly or bi-weekly team meetings, quality assurance sessions, and one-on-one coaching sessions with leadership and QA analysts.
Provide administrative support as needed.
Perform other duties as assigned.