Bilingual Customer Support Specialist
2 weeks ago
Position Type: Full-Time – Remote Work
Working Hours: Flexible between 11:30 AM and 8:30 PM
Compensation: $17.50 per hour
Benefits: Available after 60 days for full-time staff
Energy Choice California operates as a contact center, collaborating with external partners and Community Choice Aggregators (CCAs) across California. Our mission is to empower communities to opt for cleaner energy solutions at competitive prices. CCAs are responsible for sourcing renewable electricity for their clientele while utilizing local utility infrastructure for distribution.
Key ResponsibilitiesAs a vital member of our team, you will:
- Handle incoming inquiries from customers about new community energy initiatives, addressing program details and billing questions.
- Deliver exceptional customer service through effective verbal and written communication.
- Gain proficiency in the intricacies of assigned CCA programs, including billing and customer service challenges.
- Ensure compliance with all contractual obligations and Service Level Agreements.
- Maintain up-to-date knowledge of assigned CCA programs and provide expert guidance to customers and colleagues.
- Engage in continuous improvement through feedback from coaching sessions.
- Utilize group communication tools to resolve issues on the first call and escalate urgent matters promptly.
- Assist clients with urgency while adhering to established processes and providing constructive feedback.
- Uphold high ethical standards, ensuring accountability for data security and communication.
- Foster positive working relationships with colleagues, clients, customers, and utility providers.
- Exceptional customer service abilities, along with diplomacy and tact.
- Strong organizational skills with attention to detail and analytical capabilities for data entry.
- Excellent verbal and written communication skills for documenting calls and engaging in live chat.
- Proficiency in Excel, Microsoft Dynamics CRM, and keyboard shortcuts.
- High School Diploma is required; an Associate's Degree or higher is preferred.
- Minimum of 2 years of customer service experience is preferred.
- Bilingual proficiency in English and Spanish is mandatory.
- This role offers an hourly wage starting at $17.50 during training, progressing to a Tier 2 rate of $18.50, with opportunities for advancement.
- Work hours are from 11:30 AM to 8:00 PM Eastern Time, Monday through Friday, with a full-time commitment.
- Remote agents must have a reliable computer setup, including a laptop or desktop with Windows 10, an i5 CPU or equivalent, 8GB RAM, and high-speed internet access.
- It is essential for agents to be connected via an Ethernet cable to their modem/router for optimal performance.
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