What are the responsibilities and job description for the Customer Relations Representative position at SMS Group of Companies?
Job Summary
Under the direction of the Call Center Supervisor, the CSR I will provide quality and professional customer service for our utility partner’s customers. The CSR I 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
