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Customer Care Representative
1 month ago
Job Location
New Jersey Hamilton - Hamilton, NJ
Description
PRIMARY PURPOSE (Summary of major reasons this job exists)
As a Customer Care Representative I - Outbound, you will be responsible for making outbound calls to customers, handling inbound inquiries, scheduling and confirming appointments, determining customer eligibility, and ensuring exceptional customer service. You will play a crucial role in meeting team performance metrics while providing accurate information about products and programs. This position requires adherence to scripts, meeting individual goals, and contributing to team and company objectives.
ESSENTIAL FUNCTIONS (Majority of duties performed, but not to be all-inclusive or to prevent other duties from being assigned)
- Conduct outbound calls and manage inbound calls according to daily dialing goals set by leadership.
- Use service knowledge to showcase the solutions that CMC Energy can offer, analyze individual customer needs, and respond to customer inquiries efficiently
- Confirm appointments and conduct reminder calls three days and one day before scheduled appointments.
- Qualify program applicants, complete questionnaires and mail program applications as needed by location.
- Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
- Resolve general customer service issues. Escalate as appropriate.
- Meet individual performance metrics consistently, including adherence, number of scheduled appointments, number of completed appointments, QA scores, and appointment cancellation rate.
- Focus on achieving individual goals such as total talk time and calls dialed, while also contributing to team and program goals.
- Follow scripts accurately and explain product details, program eligibility criteria, and gather necessary customer information.
- Attend mandatory weekly or bi-weekly team meetings, quality assurance sessions, and one-on-one coaching sessions with leadership and QA analysts.
- Provide administrative support as needed.
- Ensure that work is conducted in compliance with OSHA and company safety procedures.
- Perform other duties as assigned.
JOB REQUIREMENTS (Experience, education, knowledge, skills & abilities required for competent performance in the job)
- High School diploma required, associates/bachelors degree preferred.
- 2 - 4 years previous working experience in Customer Service, Account Management, or Outbound Sales preferred.
- Prior experience/knowledge in energy efficiency or related field preferred.
- Advanced Microsoft Suite skills, including proficiency in Microsoft Excel.
- Previous experience in Salesforce CRM preferred.
- Advanced interpersonal skills and ability to build meaningful relationships with customers.
- Ability to work and thrive in fast-paced work environment.
- Ability to communicate clearly and effectively, in speech and writing, with coworkers, employees, and managers.
- Able to perform the essential functions and physical demands of the position with or without reasonable accommodation.
PHYSICAL REQUIREMENTS (The physical demands of the job)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Consistently spending time sitting, typing, talking, walking and using repetitive motion.
- Frequent use of eye, hand, and finger coordination enabling the use of automated office machinery, such as a computer.
- Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
- Visual capacity enabling frequent use of computer equipment.
- Sedentary work: ability to exert up to 10 pounds of force to lift, carry, push, pull or otherwise move objects.
WORK ENVIRONMENT
1. The employee is not substantially exposed to adverse environmental conditions.
CMC Energy Services, Inc. provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function.
