Customer Care Center Lead

POSITION SUMMARY

We provide our utility clients with a wide range of energy-saving and renewable energy solutions. From individual utility customers and construction contractors, to utilities, municipalities, and government bodies, our clients have come to depend on our customized energy efficiency programs to help them to meet their energy saving goals.

The Customer Care Center Lead is primarily responsible for providing a high level of customer satisfaction by promoting participation in energy efficiency programs. This position is also responsible for addressing and resolving customer inquiries, problems, and complaints in accordance with company policies and procedures. You will also be working with others who are passionate about energy efficiency and making a positive impact on the industry.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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  This position may manage direct reports and oversee staff on a day to day basis. This includes interviewing, planning, assigning, completing performance evaluations, coaching, mentoring and directing work.
• Strong customer service and communication skills
• Provide leadership to a team of individuals by taking lead on the assignment of department/program work, providing training and mentoring for staff development, and managing team goals and objectives.
• This position may review and approve time and expense reports direct reports, ensuring accurate information was entered. This also includes working reviewing and approving PTO requests.
• Mentor program personnel in achieving their personal goals annually as well as their long-term development goals.
• Establish and maintain positive working relationships with customers by ensuring a high level of customer service
• Answer incoming customer telephone calls and log all calls
• Work across multiple programs and phone lines and ability to transfer calls
• Promote participation in energy efficiency programs that the customer may qualify for
• Address and resolve customer inquiries, regarding products, services, billing, etc.
• Make outgoing calls to customers for scheduling appointments, taking surveys, and promoting a program offering to a qualifying customer
• Provide accurate and timely information regarding the status of customers’ application and rebate checks
• Enter all required information into computerized systems to create and maintain the customer database.
• Provide inside support to Program Manager, Energy Engineers and Energy Advisors as needed
• Communicate with customers via alternative media

POSITION REQUIREMENTS

• High School diploma or equivalent
• Advanced Degree - Preferred
• 3-5 years of previous customer service experience
• Previous management experience preferred

• Must be fluently bi-lingual in Spanish and English
• Must be able to handle a wide work variety and work in a fast-paced environment
• Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload
• Knowledge of program parameters and levels of service
• Proficient in Microsoft Office, specifically Word, Excel and Outlook
• Strong data entry skills in entering information in tracking systems/databases
• Ability to communicate effectively, both verbally and in writing with customers, clients and employees
• Ability to analyze and interpret data and solve practical problems
• Knowledge of mathematical concepts such as fractions, percentages and ratios.
• Ability to work flexible hours (7am - 7pm Monday through Friday and possible Saturdays)
• Reliable transportation

• Valid driver’s license

Travel Requirements

• Willingness to travel up to 10% of the time

Estimated Wage Range: $38,000 - $52,200

Benefits Include: Medical, Dental, Vision, 401(k), Paid Time Off (PTO), paid holidays, parental leave, and more!

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Required to sit, stand, walk; talk and hear; and ability to touch and handle tools and/or controls
• Ability to lift up to 10 pounds
• Noise Level is typically moderate
• Employee could be exposed to fumes and/or airborne particles and risk of potential shock

Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

The above information describes the general duties and requirements necessary to perform the principle functions of the position. This shall not be construed as a detailed description of all the duties and requirements that may be necessary in this position.

An Equal Opportunity Employer