Customer Relations Specialist

Job Description

Job Description

Salary: 18-22

The [CRS] Customer Relations Specialist will provide quality and professional customer service for our utility partners customers. The Customer Relation Specialist 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 (KPIs) 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
• This is not intended to be an all-inclusive list, and other duties may be assigned as needed.

Minimum Requirements

High school diploma or equivalent

2-3 years 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, Teams, Word, Excel

Ability to handle challenging customer situations with poise and professionalism

Able to meet pre-employment requirements for background check and drug testing.

Knowledge of the energy efficiency industry

We are an Equal Employment Opportunity Employer and do not discriminate on the basis of race, color, creed, religion, gender, gender identity, sexual orientation, age, national origin, marital status, disability, veteran status, or any other protected status. This policy applies to all aspects of employment including recruitment, hiring, promotion, compensation, training, and termination