Description

PRIMARY PURPOSE

The Customer Care Representative III is responsible for initiating calls to appropriate client base to qualify and schedule energy audits. This individual will work proficiently on three or more programs and will schedule and maintain schedules for CMC technicians and subcontractors when applicable. This individual may also be a resource for other Customer Care Representatives while completing tasks and will be available to assist Customer Care Supervisor and Manager with mentoring and training other Customer Care Representatives as needed by location.

ESSENTIAL FUNCTIONS (Majority of duties performed, but not to be all-inclusive or to prevent other duties from being assigned)

1. Handle inbound and outbound customer calls to schedule, confirm, arrange service appointments from three or more programs and complete satisfaction surveys.
2. Deliver scripts that describe products or services in order to engage and inform customers to schedule a service appointment by phone.
3. Identify any potential quality issues and escalate potential quality issues per defined process.
4. Meet performance expectations for call center metrics as defined.
5. Qualify program applicants, complete questionnaires and mail program applications.
6. Explain products and services, including pricing, and answer general customer service questions.
7. Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
8. Schedule weekly and fill in appointments for technicians and subcontractors.
9. Receive inbound inquiries from previous contacts as well as internal and external customers.
10. Resolve general customer service and scheduling issues including level one and level two escalations. Escalate issues and inquiries as appropriate.
11. Ensure monthly performance measures are consistently at meets expectations or above while focusing on deadlines and deliverables.
12. Provide Customer Care training as assigned.
13. Handle fiscal responsibilities and input invoice and work orders in appropriate system as needed by location.
14. Mentor Customer Care associates to ensure staff is performing effectively and at their highest potential to achieve program goals and grow the organization.
15. Provide administrative support as needed.
16. Conduct work in compliance with OSHA and company safety procedures.
17. Perform other duties as assigned.

Qualifications

JOB REQUIREMENTS (Experience, education, knowledge, skills & abilities required for competent performance in the job)

1. High school diploma or equivalent required.
2. 2-4 years prior call center or customer service experience with at least one year as a Customer Care Representative II preferred.
3. Demonstrated success in working on project teams.
4. Current employees must be in good standing: six months of meets expectations scorecard results or comparable tracking system and no corrective actions within the past six months.
5. Knowledge of industry best practices.
6. Must be able to work a flexible schedule.
7. Strong organizational, problem solving and prioritization skills necessary
8. Ability to communicate clearly, effectively and respectfully, in speech and writing with internal and external customers. Excellent customer service skills.
9. Bilingual Spanish speaking a plus.
10. Proficient with Microsoft Office Suite and additional information management tools as needed. Prior experience and proficiency in quality management software and processes.
11. Perform the essential functions and physical demands of the position with or without accommodation.

PHYSICAL REQUIREMENTS (The physical demands of the job)

1. Consistently spending time sitting, typing, talking, walking and using repetitive motion.
2. Frequent use of eye, hand, and finger coordination enabling the use of automated office machinery, such as a computer.
3. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
4. Visual capacity enabling frequent use of computer equipment.
5. Sedentary work: ability to exert up to 10 pounds of force to lift, carry, push, pull or otherwise move objects.

WORK ENVIRONMENT

1. The employee is not substantially exposed to adverse environmental conditions.