Customer Care Specialist

TEKsystems•San Antonio, TX

1d•$19 - $21•Remote

About The Position

This is a Contract to Hire position based out of San Antonio, TX. The Customer Care Specialist will be responsible for answering incoming customer telephone calls, logging all calls, and working across multiple programs and phone lines. The role involves promoting energy efficiency programs, addressing and resolving customer inquiries regarding products, services, and billing, and establishing positive working relationships through excellent customer service. The specialist will also handle customer complaints, make recommendations, and conduct outgoing calls for scheduling, surveys, and program promotion. Follow-up on unresolved issues, provide accurate information on application and rebate statuses, and enter required data into computerized systems to maintain the customer database are key duties. Additionally, the role requires providing inside support to the Program Manager, Energy Engineers, and Energy Advisors, communicating with customers via alternative media, and ensuring attendance and punctuality.

Requirements

High School diploma or equivalent
1-2 years of previous customer service experience
Strong customer service and communication skills
Must be able to handle a wide work variety and work in a fast-paced environment
Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload
Ability to identify and resolve project application issues with customers and trade allies
Knowledge of program parameters and levels of service
Proficient in Microsoft Office, specifically Word, Excel and Outlook
Strong data entry skills in entering information in tracking systems/databases
Ability to communicate effectively, both verbally and in writing with customers, clients and employees
Ability to analyze and interpret data and solve practical problems
Knowledge of mathematical concepts such as fractions, percentages and ratios

Nice To Haves

Associates Degree
Proficient in English and Spanish

Responsibilities

Answer incoming customer telephone calls and log all calls
Work across multiple programs and phone lines
Promote participation in energy efficiency programs that the customer may qualify for
Address and resolve customer inquiries, regarding products, services, billing, etc.
Establish and maintain positive working relationships with customers by ensuring a high level of customer service
Address and resolve customer complaints and make recommendations
Make outgoing calls to customers for scheduling appointments, taking surveys, and promoting a program offering to a qualifying customer
Follow-up on customer calls not immediately resolved
Provide accurate and timely information regarding the status of customers’ application and rebate checks
Enter all required information into computerized systems to create and maintain the customer database
Provide inside support to Program Manager, Energy Engineers and Energy Advisors as needed
Communicate with customers via alternative media
Ensure attendance and punctuality