What are the responsibilities and job description for the Customer Care Representative Tier II position at CMC Energy Services?
Job Description:
JOB SUMMARY
The Customer Care Representative is responsible for inbound and outbound call volume, initiating calls to appropriate client base to qualify and schedule appointments.
Works proficiently on two utilities or programs.
ESSENTIAL DUTIES & RESPONSIBLITIES
Conduct outbound calls and manage inbound calls according to daily dialing goals set by leadership.
Use service knowledge to showcase the solutions that CMC Energy can offer, analyze individual customer needs, and respond to customer inquiries efficiently
Confirm appointments and conduct reminder calls three days and one day before scheduled appointments.
Qualify program applicants, complete questionnaires and mail program applications as needed by location.
Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
Resolve general customer service issues. Escalate as appropriate.
Meet individual performance metrics consistently, including adherence, number of scheduled appointments, number of completed appointments, QA scores, and appointment cancellation rate.
Focus on achieving individual goals such as total talk time and calls dialed, while also contributing to team and program goals.
Follow scripts accurately and explain product details, program eligibility criteria, and gather necessary customer information.
Attend mandatory weekly or bi-weekly team meetings, quality assurance sessions, and one-on-one coaching sessions with leadership and QA analysts.
Provide administrative support as needed.
Perform other duties as assigned.
REQUIREMENTS & QUALIFICATIONS
1-2 years prior call center or customer service experience preferred.
1 year CMC call center experience preferred
Current employees must be in good standing with 6 months satisfactory performance and no corrective actions in past 6 months.
High school diploma or equivalent required.
Excellent customer service skills required.
Bilingual Spanish speaking a plus.
Strong communication, both verbal and written, and relationship-building skills.
Ability to manage multiple priorities in a fast-paced environment and adapt to change when needed.
Proven ability to meet objectives.
Strong attention to detail while maintaining accurate documentation.
Ability to work a flexible schedule.
Perform the essential functions and physical demands of the position with or without accommodation.
Proficient with Microsoft Office Suite. Ability to master additional CRM and information management tools as needed.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Prolonged periods of sitting while working on a computer.
Frequent use of hands and fingers for typing, writing, and handling office equipment.
Ability to view computer screens for extended periods.
Occasional standing, walking, and reaching within the office environment.
Ability to lift and carry objects (up to 15 lbs.), such as files, documents, or office supplies.
Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
The employee is not substantially exposed to adverse environmental conditions.
Pay Range:
$41,100.00 - $55,660.00The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, certifications, etc.
Benefits:
A full suite of medical, dental, and vision benefits, company-paid and supplemental insurance options, 401k with a company-match, professional development and opportunities for internal advancement is available to all full-time employees.
CMC Energy Services, Inc. provides equal employment opportunities to all qualified individuals without regard to race, color, religion, national origin, age, sex, marital status, sexual orientation or non-disqualifying physical or mental handicap or disability, or any other protected status under applicable law.
Salary : $41,100 - $55,660