Customer Relations Specialist

SEEL•Mount Laurel, NJ

3d•Onsite

About The Position

The Customer Relations Specialist will provide quality and professional customer service for our utility partner’s customers. The Customer Relation Specialist will maintain a positive attitude along with providing clear communications as well as knowledge of the programs, which provides each customer with the ultimate customer service experience.

Requirements

High school diploma or equivalent
2-3 years customer service experience
Effective communications skills (oral and written)
Highly organized and excellent time management skills
Ability to understand and retain basic customer information
Accurate typing and data entry skills
Proficiency in MS Office applications such as Outlook, Teams, Word, Excel
Ability to handle challenging customer situations with poise and professionalism
Able to meet pre-employment requirements for background check and drug testing.
Knowledge of the energy efficiency industry

Responsibilities

Inform customers of the Energy Efficiency program requirements and offerings
Verify customer eligibility
Manage inbound and outbound calls to schedule appointments via the Customer Relationship Management (CRM) application
Log all customer calls in the CRM application and update the application with modifications or changes (i.e., appointments, reschedules, cancellations, and customer incidents) and present status of all current and prospective customers
Meet the established weekly and monthly Key Performance Indicators (KPI’s) for enrollments, scheduled appointments, and related program goals
Ensure that an excellent customer service experience is consistently delivered with every customer
Identify, research, and resolve customer issues, and escalate unresolved issues as needed
Effectively and confidentially communicate with customers including written email correspondence
Accurately maintain, update, and secure all call center, customer contact, and data records
Monitor, record and report key program outcomes on a regular basis
Recommend process improvements