Wichita Energy Customer Care Representative
4 weeks ago
At Mass Markets, we're seeking a highly motivated and customer-focused Energy Customer Care Representative to join our team in Wichita. As a key member of our customer service team, you will be responsible for handling inbound and outbound sales calls to business prospects, providing product and pricing recommendations, and ensuring exceptional customer experiences.
Key Responsibilities:
- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Listen to customers, understand their needs, and resolve customer issues
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner
- Utilize systems and technology to complete account management tasks
- Accurately document and process customer claims in appropriate systems
- Follow all required scripts, policies, and procedures
- Utilize knowledge base and training to accurately answer customer questions
- Comply with requirements surrounding confidential information and personal information
- Appropriately escalate customer issues with the managerial team
- Escalate customer issues to the appropriate staff and managerial for resolution as needed
Requirements:
- Must be 18 years of age or older
- High school diploma or equivalent
- Experience with data-entry utilizing a computer
- The ability to read and speak English fluently
- Have a wired, high-speed internet connection (Download speed of 20Mbps+)
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Ability to work regularly scheduled shifts within our hours of operation including the training period
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem solving and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
Preferred Qualifications:
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Compensation and Benefits:
We offer a competitive compensation package, including a base salary, bonus structure, and comprehensive benefits. Our employees enjoy a fun and engaging work environment, with opportunities for advancement and professional growth.
Why Join Our Team?
At Mass Markets, we're committed to providing exceptional customer experiences and building long-term relationships with our clients. As a member of our team, you'll have the opportunity to work with a dynamic and supportive team, develop your skills and expertise, and contribute to our company's continued growth and success.
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