Customer Service Representative

Customer Support Representative

Resource Innovations is seeking Customer Services Representatives to join our growing team in San Diego, CA. The Customer Support Representative provides exceptional customer service to program participants through inbound and outbound phone calls and email. This role assists customers with program eligibility, services, application status, documentation requirements, and general program inquiries.

The Customer Support Representative is also responsible for accurately documenting customer interactions, maintaining program records, obtaining required enrollment documentation, and using program databases to research and update customer information. This position requires strong communication skills, attention to detail, and the ability to learn and apply program guidelines.

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Essential Functions

Customer Service & Administrative Support

• Provide professional and courteous customer service through inbound and outbound calls and email.
• Respond to customer questions regarding program guidelines, eligibility, services, application status, and documentation requirements.
• Conduct outbound calls and follow up on open leads in accordance with program requirements and performance goals.
• Maintain accurate records of customer interactions and contact attempts.
• Review and respond to voicemail messages and callback requests.
• Address customer inquiries and complaints while maintaining a professional and service-oriented approach.
• Maintain confidentiality of customer and program information.

Database & Data Management

• Enter, update, and maintain accurate customer and program information in internal and external databases, including utility systems.
• Research program information and customer records to provide accurate and timely assistance.
• Obtain and maintain required supporting documentation for program enrollment files.
• Utilize Microsoft Office, particularly Excel, to complete data entry and administrative tasks.
• Perform basic mathematical calculations to assess customer eligibility and program qualifications.

Performance & Administrative Responsibilities

• Meet established productivity and quality standards set by Program Management.
• Manage time effectively and maintain consistent attendance.
• Perform general administrative duties, including copying, faxing, and preparing outgoing mail.
• Learn and apply program guidelines and materials to accurately assist customers.
• Perform other duties as assigned.