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Customer Experience Representative

Candidate Profile:

  • High School Diploma or Equivalent (Associates Degree - Preferred)
  • Must be authorized to work in the United States
  • Must have a valid driver's license
  • Available to work full-time

Job Description:

The Customer Experience Representative 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. 

Responsibilities:

  • 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
  • Establish and maintain positive working relationships with customers by ensuring a high level of customer service
  • Address and resolve customer complaints and make recommendations
  • Make outgoing calls to customers for scheduling appointments, taking surveys, and promoting a program offering to a qualifying customer
  • Follow-up on customer calls not immediately resolved
  • 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
  • Other duties, as assigned

Basic Qualifications:

  • If not currently vaccinated, you must be willing to get vaccinated as a condition of employment, requiring you to get the first shot upon offer acceptance and the second shot on schedule as per CDC recommendation
  • High School diploma or equivalent (Associates Degree - Preferred)
  • 1-2 years of previous customer service experience
  • Strong customer service and communication skills
  • 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
  • Ability to identify and resolve project application issues with customers and trade allies
  • 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
  • Proficient in English and Spanish - Preferred
  • Valid driver’s license and reliable transportation
  • Willingness to travel up 10% of the time
  • Ability to work flexible hours
  • Embrace and operate within the core values
  • Ability to thrive in a collaborative environment
  • Function well with a very diverse group of people
  • Work under frequent time pressures
  • Utilize good judgement to plan and accomplish goals

Duration:

  • Full-Time

Salary:

  • $17.00/Hour

Location:

  • Detroit, MI