What are the responsibilities and job description for the Customer Care Agent position at Search Services?
ABOUT OUR CLIENT
Our Client is a leading renewable energy provider in the Southwest region, committed to delivering sustainable energy solutions with exceptional customer support. Their mission is to empower communities through clean energy innovation and excellent service experiences.
ABOUT THE ROLE
Our Client is expanding their Customer Care Department and seeking dedicated Customer Service Representatives to join the team immediately. As the primary contact for customers, you’ll handle inquiries, resolve issues, and ensure a seamless service experience. This role reports directly to the Customer Care Supervisor and plays a key part in maintaining customer satisfaction and loyalty.
RESPONSIBILITIES
- Resolve customer service issues accurately and efficiently
- Answer incoming customer calls and provide complete resolution to inquiries or concerns
- Maintain professionalism and adhere to quality guidelines during all customer interactions
- Coordinate with internal departments to resolve customer issues promptly
- Document all customer interactions, updates, and resolutions accurately in the system
- Follow up with customers in writing when necessary
- Flag accounts appropriately to avoid unnecessary collections or service interruptions
- Issue reconnect orders as needed
- Respond to customer emails and return calls from the external call center where issues remain unresolved
- Enter account adjustments following company policies and business rules
- Manage and resolve customer complaints consistently within company guidelines
- Maintain up-to-date knowledge of company systems, policies, and procedures to support effective issue resolution
QUALIFICATIONS
- Associate’s Degree or a minimum of three years of relevant experience in a service-oriented industry
- Proficiency with Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint
- Excellent verbal and written communication skills
- Strong attention to detail and commitment to providing high-quality customer service
- Bilingual in Spanish is a plus
PREFERRED QUALIFICATIONS
- Experience in a utilities, energy, or renewable energy customer service environment
- Familiarity with CRM or call management systems