Customer Care Representative

CMC Energy•Fort Washington, WA

About The Position

The Customer Care Representative handles inbound and outbound calls, contacts appropriate client groups to qualify customers, and schedules appointments. The role uses knowledge of CMC Energy’s services to explain available solutions, assess customer needs, answer inquiries, qualify program applicants, and support program administration. Level I works proficiently on one utility or program; Level II works proficiently on two utilities or programs. The representative confirms appointments and makes reminder calls, records customer information and tracking data in client and company systems, resolves general service issues or escalates them, and works toward individual and team performance goals. The position also includes required meetings and coaching, administrative support, and other assigned duties.

Requirements

High school diploma or equivalent required.
Excellent customer service skills.
Strong verbal and written communication and relationship-building skills.
Strong attention to detail and ability to maintain accurate documentation.
Ability to manage multiple priorities in a fast-paced environment and adapt to change.
Ability to work a flexible schedule.
Proven ability to meet objectives.
Ability to perform the essential functions and physical demands of the position with or without accommodation.
Proficiency with Microsoft Office Suite.
Ability to learn additional CRM and information management tools as needed.

Nice To Haves

Level I: 1–2 years of prior call center or customer service experience preferred.
Level II: 1–2 years of prior call center or customer service experience.
One year of CMC call center experience preferred.
Bilingual Spanish speaking is a plus.
For current employees: good standing, six months of satisfactory performance, and no corrective actions in the past six months.

Responsibilities

Conduct outbound calls and manage inbound calls according to daily dialing goals set by leadership.
Use service knowledge to explain CMC Energy’s solutions, analyze customer needs, and respond efficiently to inquiries.
Confirm appointments and make reminder calls three days and one day before scheduled appointments.
Qualify program applicants, complete questionnaires, and mail program applications when needed by location.
Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
Resolve general customer service issues and escalate issues as appropriate.
Consistently meet individual performance metrics, including adherence, scheduled and completed appointments, quality assurance scores, and appointment cancellation rate.
Work toward individual goals such as total talk time and calls dialed while contributing to team and program goals.
Follow scripts, explain product details and 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.