| Description |
IMPORTANT: This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders. Other applicants need not apply.
Summary: Perform all aspects of Customer Service Representative including: answering incoming calls, outbound calls topotential clients and new client intake, schedule Step 1 Home Energy Assessments, provide customer service to NH Clients, and maintain all data in SalesForce and Otter (NH). Some Nights and Weekend hours will be required.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
· Meet daily/weekly/monthly scheduling goals for home energy assessments
- Speak with new customers by phone (primarily through outbound calls to warm leads) and follow intake guidelines to determine if they are eligible for one of Next Step’s services
· Place and answer calls according to a set process and priority
o Responsible for maintaining up-to-date knowledge of current government, utility, and corporate programs, rebates, and incentives and assisting customer in choosing best program(s)
- Provide first line of contact for Home Energy Advisors
- Consistent availability by phone and email to troubleshoot issues as they arise
- Responsible for assisting in management of schedule including coordination with Account Managers and Home Energy Advisors
- Daily proof calendar for errors, conflicts, and openings
- Dedication to goal of 100% utilization of each Advisor
- Provide excellent customer service to current NH clients and potential NSL clients via phone and email
- Take initiative to solve client issues
- Follow through on outstanding client tasks and issues to ensure best possible NSL customer experience
- Create and maintain customer records in Salesforce and Otter to assist with customer management, process transparency, and reporting
- Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance; Meet commitments and manage difficult or emotional customer situations
- Office hours in South Boston from either 8 AM – 5 PM or 11 AM – 8 PM to coordinate field staff , includes answering field hotline and managing day to day field issues, advancing major issues to Customer Service Manager when necessary. Some evening shifts may go until 10 PM, and some employees may work a Tuesday to Saturday week, or work rotating Saturdays as required.
- Attend all mandatory training sessions
- Mandatory Attendance/Punctuality: consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time; infractions may lead to termination
- The noise level in the work environment is usually moderate
- Specific vision abilities required by this job include Close vision
- While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear The employee is occasionally required to stand; walk and reach with hands and arms
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education/Experience:
- Experience in Customer Service, Data Entry, and Logistics preferred
- Strong communication skills (written, oral, and phone), ability to work efficiently in a fast paced environment, and attention to detail required
- Bachelor’s Degree Preferred
- Computer Skills:
- To perform this job successfully, an individual should have knowledge of Word Processing , Spreadsheet, and Internet software
- Experience with Salesforce & Otter customer relationship management software desirable
- Language Ability:
- Write reports, business correspondence, and procedure manuals
- Effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Math Ability:
- Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
- Reasoning Ability:
- Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Competency:
To perform the job successfully, an individual should demonstrate the following competencies:
- Project Management
- Problem Solving
- Oral & Written Communication
- Team Work Organizational Support
- Attendance/Punctuality
- Dependability
- Judgment
- Motivation Professionalism
- Quality
- Quantity
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