Customer Care Representative III

Customer Care Representative III

The Customer Care Representative III is responsible for initiating calls to client base to qualify and schedule energy audits. This position also acts as a resource for mentoring and training Customer Care Representatives I and II as needed.

Essential Duties & Responsibilities

• Responsible for inbound and outbound customer calls to schedule, confirm, arrange service appointments from three or more programs and complete satisfaction surveys.
• Deliver scripts that describe products or services in order to engage and inform customers to schedule a service appointment by phone.
• Identify any potential quality issues and escalate per defined process.
• Meet performance expectations for call center metrics as defined.
• Qualify program applicants, complete questionnaires and mail program applications.
• Explain products and services, including pricing, and answer general customer service questions.
• Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
• Schedule weekly and fill in appointments for technicians and subcontractors.
• Receive inbound inquiries from previous contacts as well as internal and external customers.
• Resolve general customer service and scheduling issues including level one and level two escalations. Escalate issues and inquiries as appropriate.
• Ensure monthly performance measures are consistently at meets expectations or above while focusing on deadlines and deliverables.
• Provide Customer Care training as assigned.
• Handle fiscal responsibilities and input invoice and work orders in appropriate system as needed by location.
• Mentor other customer care associates to ensure staff is performing effectively and at their highest potential to achieve program goals and grow the organization.
• Provide administrative support as needed.
• Perform other duties as assigned.

Requirements & Qualifications

• High school diploma or equivalent required.
• 2-4 years prior call center or customer service experience required.
• Minimum one (1) year as a Customer Care Representative II preferred.
• Current employees must be in good standing with 6 months satisfactory performance and no corrective actions in past 6 months
• Excellent customer service skills required.
• Bilingual Spanish speaking a plus.
• Demonstrated success in working on project teams.
• Strong communication, both verbal and written, and relationship-building skills.
• Strong attention to detail while maintaining accurate documentation.
• Ability to manage multiple priorities in a fast-paced environment and adapt to change when needed.
• Ability to work a flexible schedule.
• Proven ability to meet objectives.
• Perform the essential functions and physical demands of the position with or without accommodation.
• Proficient with Microsoft Office Suite. Ability to master additional CRM and information management tools as needed. Prior experience with SalesForce CRM preferred.

Work Environment & Physical Requirements

• Prolonged periods of sitting while working on a computer.
• Frequent use of hands and fingers for typing, writing, and handling office equipment.
• Ability to view computer screens for extended periods.
• Occasional standing, walking, and reaching within the office environment.
• Ability to lift and carry objects (up to 15 lbs), such as files, documents, or office supplies.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
• The employee is not substantially exposed to adverse environmental conditions.

Pay Range: $45,300.00 - $61,230.00

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, certifications, etc.

A full suite of medical, dental, and vision benefits, company-paid and supplemental insurance options, 401k with a company-match, professional development and opportunities for internal advancement is available to all full-time employees.

CMC Energy Services, Inc. provides equal employment opportunities to all qualified individuals without regard to race, color, religion, national origin, age, sex, marital status, sexual orientation or non-disqualifying physical or mental handicap or disability, or any other protected status under applicable law.