Customer Care Specialist - Montville - Revision Energy : Job Details

Description The Customer Care Specialist is accountable for managing the steps of the Residential Service customer journey from inquiry to work order creation. This role is the initial point of contact for customers with a service inquiry and includes remote troubleshooting, system monitoring, and clear customer communication via phone and email. The Customer Care Specialist creates Service cases and work orders in our customer database and delegates service issues to proper personnel when needed. The Customer Care Specialist will work closely with Service Coordinators to complete outstanding service work and respond to customer needs. The Customer Care Specialist reports to their local Residential Service Manager. This is a hybrid position, with an expectation of 2-3 days in the office to collaborate with the residential service team. Responsibilities:

• Field phone and email inquiries and requests
• Respond to service calls in a timely manner
• Diagnose and troubleshoot service issues with customers
• Escalate issues to Technical Specialist, Service Coordinator, or Residential Service Manager as needed for scheduling on site work
• Diagnose and troubleshoot with manufacturers as needed
• Document and update service call records in customer database
• Support Residential Service team with administrative tasks as needed
• Monitor systems with residential service contracts and provide anticipated deliverables
• Additional duties as assigned

Requirements

• Highly organized with ability to multi-task and set priorities
• Detail oriented
• Strong customer service skills
• Strong competence with computers including Excel, Word, e-mail, and web-based applications
• Ability to foster a positive team environment
• Clear and kind communication skills
• Ability to succeed in a fast paced, community environment
• Able to produce significant output efficiently and effectively
• Reaches out to peers and cooperates with supervisors to establish collaborative working relationships
• Strong work ethic
• Adjusts quickly to changing priorities and conditions and has the flexibility to cope with change
• Acts proactively and brings new ideas to processes and procedures