Part-Time Customer Service Representative II

Job Description

Job Summary

Under the direction of the Call Center Supervisor, the Part-Time CSR II will provide quality and professional customer service for our utility partner’s customers. The CSR II 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.

Duties and 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

Perform related work as required

Minimum Requirements

High school diploma or equivalent

1-2 years related inbound and outbound call center / 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, Excel, and Word

Ability to handle challenging customer situations with poise and professionalism

Knowledge of the energy efficiency industry

Part-time