Job Summary

The Customer Service Representative I (CSR I) is an entry-level support position responsible for providing quality customer service to clients and co-workers.

In this role, the CSR I provides quality support such as troubleshooting, password resets, and assistance with navigating the Energy Worldnet (EWN) system. They also escalate urgent client issues to level II and III CSR’s or Account Managers when necessary.

The CSR I must be able to perform the full scope of the work listed in this job description, meet performance standards and metrics, and possess a strong passion for providing quality customer service.

Essential Job Functions

• Provide phone/email support to clients
• Document all client engagement in appropriate data management systems
• Perform minor, preliminary troubleshooting of clients’ technical issues
• Answer EWN system questions or route to appropriate individuals
• Educate clients on existing, new, and upcoming features of the EWN system
• Escalate client issues as necessary to Account Managers
• Refer sales opportunities to appropriate teams
• Maintain quality results by following standards
• Perform other related job functions as assigned

Knowledge, Skills, and Abilities

KNOWLEDGE OF

• Operating a personal computer using Microsoft Office and other related applications
• Minor troubleshooting
• Research methods
• Principles and processes for providing customer service
• Office practices, organization, and administrative procedures and tasks

SKILLED IN

• Data entry
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Presenting information in a helpful manner
• Emotional intelligence
• Follow-up/follow-through
• Managing one’s own time
• Monitoring/assessing one’s own performance
• Providing quality customer support

ABILITY TO

• Relate to clients in a professional and courteous manner
• Listen to and understand information and ideas presented through spoken words and sentences
• Speak clearly and communicate using plain language, rephrasing when needed
• Shift rapidly between different clients and tasks in appropriate timeframes
• Be resourceful and well organized
• Be flexible, highly dependable, and detail oriented
• Work effectively in a fast-paced team environment
• Provide information to supervisors, co-workers, and clients by telephone, in written form, e-mail, or in person
• Work well independently
• Be a self-starter

Minimum Qualifications

• High School Diploma or equivalent
• One (1) year general computer usage with online web browsing and applications, Microsoft Office, and other related applications
• Six (6) months industry, sales, or customer service experience

Preferred Qualifications and KSAs

• Experience working with Salesforce or similar CRM
• Oil, gas, or energy industry or SaaS business model experience

Job Specifications

• FLSA Classification (Exempt, Non-exempt) -- Non-Exempt
• Full Time, Part Time, Temporary -- Full Time
• Travel Requirement (% of 40-hour work week) -- Up to 5%
• Work Arrangement (a blend of office and remote work as determined through a collaborative process between the employee and their manager) -- Hybrid Remote
• Shift (note and days) Various shifts -- 7am–5:30pm, M-F
• Environment -- Office, Home Office, Field