CUSTOMER SERVICE REPRESENTATIVE

JOB DESCRIPTION

The Energy Savings Assistance Program is a utility-sponsored weatherization program offered to utility ratepayers. Empire Specialties is an approved third-party contractor hired as a representative for ESA. The Customer Service Representative (CSR) is a telemarketing position answering inbound and conduct outbound calls answering questions and prescreening customers for program eligibility.

Customer service representative will answer detailed questions on all ESA guidelines, assist callers with requests for service, screen for eligibility and schedule customers for enrollment in Program. This is an office position office hours are 8:00-5:00.

ESSENTIAL DUTIES

· Check voice mail system and return messages

· Pre-qualify customers for income guidelines

· Explain the benefits of ESA Program measure

· Schedule and route appointments for installation crews

· Ability to handle difficult customers

· Must be able to work independently with little supervision

· Ability to resolve customer complaints

· Detail oriented

· Document all call information according to standard operating procedures

· Excellent communication skills and customer relations skills

· Awareness of geographic area

· Effective time management

· Able to answer telephone inquiries effectively

· Able to communicate with ease on a professional level

· Strong listening and critical thinking skills

· Able to work cooperatively with a wide variety of people

QUALIFICATIONS

· Previous office experience or experience in a call center environment preferred

· Good data entry and typing skills

· Experience with Microsoft Word and Excel

· Knowledge of administration and clerical processes

· High school diploma or equivalent

Job Requirements

· Outbound call performance goals AVG 10-15 outbound calls an hour

· Conversion goals from scheduled appointment to enrolled customers minimum AVG 70%

· Bilingual in Spanish a plus

Benefits Offered:

· 401K

· Dental Coverage

· Full Time

· Health Insurance

· Paid Time Off

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: One location