The Customer Experience Specialist handles helping the development of the telemarketing team as well as interfacing with customers via inbound calls, outbound calls, or through emails depending upon situational requirements. This position provides coaching for CSR’s to ensure KPI’s are being met as well as providing customer service support for existing, new, and potential customer needs.

• Ensure service delivered to our customers meets Key Performance Indicators (KPI’s)

• Coach and mentor agents; probe for understanding, use decision-support tools and resources to ensure departmental goals are met

• Listen attentively to agent needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the agents to ensure departmental goals are being met

• Maintain basic knowledge of Solar Works Energy’s products and services

• Schedule appointments for customers with Solar Works Energy Experts

• Participate in activities designed to improve customer satisfaction and business performance

• May offer additional products and/or services

• Appropriately notating accounts as required

• May respond to customer inquiries by sending them published materials or other relevant information via email