Customer Care Representative I

CMC Energy Services • Fort Washington, MD

5d • $37,400 - $50,600 • 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.

Requirements

• High school diploma or equivalent required.
• 1 – 2 years prior call center of customer service experience required.
• Excellent customer service skills required.
• Bilingual Spanish speaking a plus.
• 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

• Bilingual Spanish speaking

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.

Benefits

• A full suite of medical, dental, and vision benefits
• company-paid and supplemental insurance options
• 401k with a company-match
• professional development and opportunities for internal advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED