IMPORTANT: This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders. Other applicants need not apply.
Summary: Coordinate all aspects of scheduling and intake for 40 plus Home Energy Advisors.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Provide first line of contact
- Consistent availability by phone and email to troubleshoot issues as they arise
- Responsible for assisting in management of schedule including coordination with Customer Service 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 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 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
- Collect and organize daily cancellations
- Report back each evening every cancellation and track needed information
- Collect all future appointments, sort accurately, enter into detailed Excel spreadsheet and send out weekly on strict deadline
- Monitor all scheduling activities to ensure a smooth experience in the field for the advisors and the customer
- Office hours in South Boston from 7 AM – 4 PM to coordinate field staff , includes answering field hotline and managing day to day field issues, advancing major issues to Director of Field Operations when necessary
- Rotating schedule between Monday through Friday and Tuesday through Saturday, heavily weighted to Saturdays.
- 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
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