job Type: Full Time - Work from HomeHours: Vary from 11:30 AM-8:30 PMSalary: $17.50Benefits: Available after 60 days for full-time employeesCompany Information:Energy Choice California is a contact centerthat partners with external clients, and with CCAs in California to provide communities with a choice to purchase cleaner energy at competitive rates. CCAs procure renewable sources of electricity for their customers and utilize the power lines, owned by the local utility, to distribute this renewable energy. Responsible For:Ensuring a high level of customer service to CCA customers. CCA Customer Service Representatives are key components of this rapidly growing program; making themselves an essential part of Energy Choice California.Job Duties / Responsibilities / Essential Functions:
- Answer inbound calls from customers regarding the new community energy program, including program questions and bill-related inquiries.
- Provide white-glove premier customer service using strong written and verbal communication
- Be proficient in understanding and articulating the nuances of the assigned CCA Programs, develop an understanding of billing and customer service complexities
- Ensure that all required contractual and Service Level Agreements are met
- Ensure program and billing knowledge of assigned CCA is continually up-to-date, provide expertise to customers and internal colleagues as requested
- Work to consistently improve by implementing feedback from regular coaching sessions
- Utilize group chat to ensure first call resolution, and escalate critical issues to the client quickly
- Assist client with urgency, ensure accurate processes are followed, provide feedback
- Practice high ethical standards; be accountable for data security, time, communication, statistics
- Maintain effective working relationships with coworkers, clients, customers, and utilities
Required Knowledge / Skills / Abilities / Qualifications
- Strong customer service skills, diplomacy, and tact
- Organized and detail-oriented, analytical with data entry and written program information
- Strong verbal and written communication for logging calls and live chat
- Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts
Qualifications
- Education Level - High School Diploma Required, Associate's Degree or above a plus
- Work Experience - 2 years, customer service experience preferred
- Bilingual (English/Spanish) is preferred
Salary & Operations
- This position is at an hourly rate, starting at a training rate of $17.50 per hour and then at a Tier 2 rate of $18.50 per hour, with an opportunity for growth and advancement. Call Center Hours of Operation will be 11:30 AM - 8:00 PM Eastern time Monday-Friday. Agents will be full-time with a 5-day work week currently, however, hours are subject to change as per business needs requirements. Note that training attendance is mandatory.
- Agents will be working from home. Work-from-home agents must reside in either New Hampshire, Massachusetts or New England.
- Applicants must have a laptop or desktop (windows 10, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down). Note that access to high-speed internet is necessary, we do require that agents are hardwired by an ethernet cable to their router/modem. The following browsers are supported for programs to be used; Google Chrome, Microsoft Edge, Internet Explorer 11.