Customer Service Advisor
2 months ago
Title: Customer Service Advisor (Contract) - Job#5090
Location: Hybrid - Audubon, PA
Length: 12+ months
Job Description:
The Customer Advisor provides customer service to account holders in the Generation Attribute Tracking System (GATS), a renewable energy tracking system owned and operated by Environmental Information Services Inc. (EIS). GATS account holders vary in size from the small homeowner to large public utilities. Relying on a working knowledge of EIS’ systems and operations, the Advisor responds to customer inquiries, calling on support of subject matter experts in other departments as needed; supports contact management through analysis of call patterns and trends; and serves as the primary point of contact for GATS account holders.
Responsibilities:
- Possess a working knowledge of EIS, GATS and the renewable energy market.
- As first line of support, the ideal candidate must be able to represent EIS and ensure total customer satisfaction.
- Receives incoming telephone calls or emails and processes basic and some broader inquiries and/or complaints.
- Recognize the value of customer follow up and what situations warrant what level of attention
- Track activities and frequently asked questions to ensure accuracy and consistency in responses.
- Possess ability to communicate with GATS account holders and ensure total customer satisfaction.
- Develop an understanding of EIS acronyms and terminology
- Relate well to all kinds of people; work effectively with individuals and groups at various levels in a constructive and collaborative manner; build and utilize effective working relationships in a matrix environment and across functional, departmental and divisional reporting lines.
- Understand EIS’ and organizational structure and the business responsibilities within each area
- Refers callers to more senior staff to resolve more complex questions.
- Demonstrated success in a customer service function with the ability to adapt to new systems.
- Motivated to learn and keep up to date on EIS’ evolving business and technology platforms.
- Work is routine and instructions are detailed; using established procedures and working under immediate supervision.
- Performs assigned tasks including administrative duties.
Required:
- Associates or more advanced degree or 1-2 years previous work experience in a customer relations function/role or strong experience in the industry.
- Demonstrated understanding of the importance of customer service within an organization
- A general understanding of electricity markets.
- Working knowledge of the following applications:
- MS Word
- MS Excel
- MS Outlook
- PC and Internet
- Ability to grow with position, increasing expertise, responsibility, and accountability.
- Strong communication and problem solving skills
Preferred:
- Minimum of 2 years in a customer service related position in high technology industry.
- Demonstrated success in a customer service department with the ability to adapt to new systems.
- Help design automated workflow processes.
- Salesforce CRM experience
About Delphi-US
Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for organizations from Main Street to Wall Street. Our mission is simple: To connect great people to great companies. We accomplish this with a proprietary skill-based and cultural matching process that results in higher qualified submissions along with increased interviews and offer rates. You’ll find our team is friendly, professional and ready to advocate on your behalf, armed with industry trends, and an understanding of employer expectations.
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