Customer Service Representative

The Thier Group LLC - San Francisco, CA

Full-time

Customer Service Representative/Call Center

Want to be part of something that helps our environment? Join our wonderful team of Customer Service Representatives to assist with providing communities with a choice to purchase cleaner, greener energy at competitive rates. Our client is a Community Choice Aggregator (CCA) in California. CCAs buy renewable sources of electricity for their customers and utilize the power lines, owned by the local utility, to distribute this renewable energy. CCA Customer Service Representatives are responsible for ensuring a high level of customer service to CCA customers and assisting in the timely and accurate invoicing of the energy charges. CCA Customer Service Representatives are an important part of this rapidly growing program and an essential part of providing cleaner, greener energy to California.

CCA Customer Service Representative Job Duties:

Customer Call Handling & CCA Knowledge

  • Provide a high level of customer service using strong written and verbal communication
  • Be proficient in understanding and articulating the clean energy program
  • Answer inbound calls from CCA customers, typically escalated calls or billing related inquiries
  • Return calls from voicemail or Interactive Voice Response (IVR) system call back process
  • Ensure program and billing knowledge of CCA is continually up to date; provide expertise to customers and internal colleagues as requested
  • Stay informed and communicate all program changes and system issues to pertinent internal and external parties
  • With experience, provide internal training to other team members as requested

Call Center Support, Tasks, and Exceptions

  • Review and resolve call center-related tasks, reports, and CRM activities daily
  • Review and provide call quality assurance feedback as needed
  • Correspond and follow-up daily with internal team to support timely and accurate customer service communication to the CCA clients and customers
  • Review all applicable emails and chat messages, respond daily to resolve or set expectations
  • Facilitate timely resolution of inquiries and appropriately close the issue with CCA customers
  • Assist Account Specialists, Data Specialists, or Client Relationship teams with customer or client service items with urgency
  • Provide constructive feedback regarding current processes
  • Practice high ethical standards; be accountable for such things as time, communication, statistics, organizational understanding and business knowledge

Business Knowledge

  • Demonstrate the ability to work independently and maintain flexibility to adapt well to change
  • Maintain effective working relationships with employer, the Call Center, CCA Clients, and Utilities
  • Gain an understanding of how the tasks at hand have a broader impact to the business

Specific Job Skills:

  • Organized and detailed oriented; punctuality a must
  • Analytical with information files
  • Excellent, friendly telephone manner
  • Strong verbal and written communication
  • Strong customer service skills, diplomacy, and tact
  • Bilingual is a plus but not required: Spanish, Mandarin, Cantonese, Tagalog

Computer/Technical Skills:

  • Data entry skills
  • Proficient in Excel and Outlook
  • Proficient with keyboard shortcuts
  • Ability to learn and become proficient with Microsoft Dynamics CRM

Qualifications:

  • Education Level – Bachelor’s Degree
  • Work Experience – 2 years
  • Must be able to participate in paid training program, parts of which might be in San Diego, CA. We will pay for your airfare, hotel, a food stipend, and transportation, but you must be able to spend approximately three days a week for four weeks in San Diego for paid training.

Job Type: Full-time, $25.00 /hour

8AM to 5PM, Monday to Friday

Location: San Francisco, CA

Benefits: We offer a benefits and salary package.

We are an Equal Opportunity Employer. We do not discriminate against any applicant for employment because of age, gender, sexual orientation, race, religion, national origin, ethnicity, veteran status, or disability.

Job Type: Full-time

Salary: $25.00 /hour

Job Type: Full-time

Salary: $25.00 /hour

Experience:

  • sales: 1 year (Preferred)
  • Call Center: 1 year (Preferred)
  • Customer Service: 2 years (Preferred)

Education:

  • High school or equivalent (Preferred)

Work environment:

  • Office

Communication method(s) used:

  • Phone
  • Email
  • Chat