Bilingual Program Support Associate

4 days ago

Chicago, Illinois, United States Elevate Energy Full time
Job Summary

We are seeking a highly motivated and customer-focused Bilingual Program Support Associate to join our team at Elevate Energy. As a key member of our Program Support Center, you will play a critical role in educating potential customers and building relationships with current customers to maintain our high levels of customer satisfaction and retention.

In this role, you will be responsible for providing customer support center coverage, managing customer requests via phone, email, and live chat, and documenting customer comments and complaints using Salesforce. You will also provide hands-on guidance and troubleshooting for web-based tools and other technologies, and contribute to feedback loops with program managers and staff to inform process improvements.

As a Bilingual Program Support Associate, you will have the opportunity to work with a dynamic team of professionals who are passionate about environmental issues, economic/social justice, and energy efficiency. You will be empowered to challenge conventional thinking and pursue innovation, and will have access to professional development opportunities and a flexible schedule.

Responsibilities:

  • Provide customer support center coverage to maintain strong, consistent customer service and performance-based metrics.
  • Manage thorough and quick resolution of customer requests via phone, email, and live chat in relation to a wide variety of Elevate and client programs.
  • Document customer comments, requests, and complaints using Salesforce.
  • Provide hands-on guidance and troubleshooting for web-based tools and other technologies.
  • Support both incoming and outgoing mailings.
  • Contribute to feedback loop with program managers and staff to inform process improvements.
  • Learn and stay up to date on developments related to our programs, including dynamic pricing, energy efficiency, solar energy, and water.

Qualifications and Skills:

  • Bachelor's degree preferred.
  • Bilingual English/Spanish candidates preferred.
  • Experience in a customer-contact capacity or customer-service role preferred.
  • Proficiency in MS Office suite with a focus on Excel.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Exceptional organizational and coordination skills.
  • Ability to independently leverage critical thinking skills to address customer issues based on well-defined program guidelines.
  • Ability to prioritize and manage multiple responsibilities simultaneously.
  • Demonstrated attention to detail.
  • Passion for environmental issues, economic/social justice, and/or energy efficiency.
  • Positive, patient, and friendly attitude.
  • Ability to work well independently and in a team setting.
  • Regular, consistent, and punctual attendance.

Organization Description:

We design and implement programs that reduce costs, protect people and the environment, and ensure the benefits of clean and efficient energy use reach those who need them most.

At Elevate Energy, the greatest asset of our organization is the kind of people we attract. We empower individuals to challenge conventional thinking in pursuit of innovation and seek dynamic, hardworking team members who are inspired to work with people of diverse backgrounds and perspectives.

Every day we make a difference by placing our team, clients, and community partners first. From our mission to our focus on staff wellbeing and career development opportunities, there's no better place to grow your career than Elevate Energy.

Compensation:

The total compensation for this position includes health and welfare benefits, defined contribution benefit, professional development, generous paid time off policies, and a flexible schedule. This is a Non Exempt individual contributor position with a salary range of $45,000 - $55,000, based on experience.

Anti-Discrimination Policy:

Elevate Energy is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.

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