Customer Service Specialist III

Customer Service Specialist III

Interacts with customers; gives information in response to inquiries about accounts, products, and services.

Takes care of and settles customer complaints. Answers customers' questions regarding product or service and operation or maintenance. Receives and processes orders/applications, provides information concerning pricing, changes in service, discontinuance, and shipping. Nature of products and services is at a level of complexity that usually involves up to two years of directly related study, training, and/or experience to acquire job know-how. May talk with internal/external customers by phone or in person to ensure the best service possible. Consults with customers to obtain information and explain available services. Investigates and corrects errors, following customer and company records. Perform program data management activities as needed, including, running reports, updating data. Adjusts complaints concerning billing or services rendered. Refers complaints of product or service failure to appropriate departments for investigation. Coordinates customers' service needs with other departments as required to ensure customer service. May solicit sale of new or additional services or products. May visit customers' premises to obtain order or resolve customer problems. 5-7 years experience.

Mobility: virtual, but possible occasional travel to meetings or training

There may be days when the CW is requested to come to an office for a meeting. Resource will support Business Markets regulated Energy Efficiency (EE) programs. Candidate will have the capability to contribute in multiple ways including on phone support, customer service, application processing and overall program responsiveness. Primary duties to include interacting with customers and contractor network by telephone to provide information about energy-saving services in addition to outbound call responsibilities to drive customer leads to the EE programs. Typical Functions include phone support; gives information in response to inquiries about accounts, products/services and online tools. Receives and processes orders/applications, and performs program data management activities as needed, including, running reports, updating data, scheduling follow ups and tracking progress of leads. Additionally, the individual will serve as subject matter expert on all Energy Efficiency Programs and inquires. Position will participate in marketing campaigns; enter and track customer and project data; follow up on customer projects; trouble shoot and resolve customer inquiries; perform data analysis/root cause investigations; gather, track and communicate relevant market insights. May solicit sale of new or additional services or products including Energy Efficiency, Electrification Transportation or other products or services as they are developed. May rarely visit customers' premises to obtain order or resolve customer problems. 5-7 years' experience.

A few items of preference - in no priority order:

• Located in the Carolinas (Charlotte preference)
• Associate Degree
• Utility Experience
• Client experience/Data Qualification Assessment Must Have Education Requirements High School Diploma/GED
• Mobility Classification Virtual teammates