Customer Support Representative

2 weeks ago

Cedar Rapids, United States Michaels Energy Full time
Who are we?

Michaels Energy is a veteran-owned energy consulting firm that exists to help businesses minimize waste and maximize value. Our energy and engineering gurus are obsessed with optimizing buildings and processes to maximize energy savings and profits, minimize utility grid stress and carbon footprints, and keep this big, beautiful planet in tip-top shape. Our passion is developing long-term client relationships with energy users, utilities, consultants, and partners. This passion combined with our core values of proactive and responsive service, intuitive analysis, collaborative partnerships, and fanatical execution, forms the foundation of our corporate culture.

We're proud to share that Michaels Energy is one of Inc's Best Workplaces of 2024. This award is given to workplaces that foster an environment where employees willingly go above and beyond in their work, advocate for the organization, and intend to stay into the future.

What is the role?

Michaels Energy is looking for two Customer Support Representatives to join our Customer Support Center in Cedar Rapids, IA. The Customer Support Representative is the first line of contact for our customer's program(s); these positions will work specifically to provide customer support to electrification and decarbonization programs . They are also responsible for processing information, research, documentation, and maintaining appropriate records. We are looking for someone that will live our company values and thrive in a team environment.

Customer Support and Communication
  • Communicates with customers via verbal or written communication to provide information and assistance.
  • Stays up to date on program knowledge and updates.
  • Responsible for timely resolution of customer requests and questions.
  • Follows escalation process for reported customer issues.
  • Displays professionalism and maintains confidentiality.

Documentation and Recordkeeping
  • Maintains records of customer interactions.
  • Access customer records and make detailed notations of interaction with customer.
  • Process and upload customer documentation.
  • Maintain electronic and physical (when applicable) copies of documents for organized recordkeeping and storage.

Program Support Tasks
  • Data entry into client systems or tracking databases.
  • Assist with light administrative duties or reporting as assigned.
  • Track and manage customer information within the tools provided.
  • Provide phone and email support for program delivery and campaigns.

How do you contribute?

After 3 months, you have....
  • Gained an understanding on the structure of department/team and how to contribute.
  • Developed a basic understanding of the program .
  • Utilized entry level processing and customer assistance skills.
  • Learned our core Michaels Values and how they fit within our culture.

After 6 months, you have....
  • Displayed the ability to adapt and flex to changing conditions of the program.
  • Become a subject matter expert on the program.
  • Developed the ability to work under limited or no supervision.

What are we looking for?
  • Associate degree preferred or a combination of equivalent education, certifications, and/or experience.
  • Four years of customer support.
  • Experience working with MS Office Suite (Outlook, Word, Excel, etc.).
  • Database experience, preferably in Quickbase.
    • Work with CRM software is a plus
  • Candidate is highly energetic, enthusiastic about providing great support to customers, and passionate about energy efficiency or sustainability.

Where can you work?
  • Cedar Rapids, IA

Pay Range

$18.00 - $21.00 per hour

Why work for Michaels Energy?

The top reasons Michaels Energy is an awesome place to work, besides helping the world save energy.
  • We Never Stop Learning
  • Flexible Work Hours
  • Collaborative
  • Career Development
  • Beer Fridays
  • Fresh Fruit Daily
  • Wellness Rewards
  • Fun Company Outings

Michaels Energy Diversity Statement

We strive to build and nurture a culture that is inclusive and welcoming for all employees. We know diversity and inclusion are essential to innovation, a strong work environment and exceptional results. This fits in well with our culture that celebrates the unique, the different, and the individual. For us, this is who are and what we do, not just words in a policy.

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