Experienced Customer Service Representative – Community Energy Program Support

Are you passionate about delivering exceptional customer experiences and making a positive impact on the environment? Do you thrive in a dynamic, fast-paced contact center environment where no two days are the same? If so, we invite you to join blithequark, a leading provider of community energy programs, as a Customer Service Representative. At blithequark, we're committed to empowering communities to choose cleaner energy at competitive rates. Our Customer Service Representatives play a vital role in ensuring that our customers receive the highest level of service and support. As a key member of our team, you'll have the opportunity to make a real difference in the lives of our customers and contribute to the growth and success of our organization.

About blithequark

blithequark is a contact center that partners with external clients and Community Choice Aggregators (CCAs) to provide communities with a choice to purchase cleaner energy at competitive rates. Our CCAs procure renewable sources of electricity for their customers and utilize the power lines, owned by the local utility, to distribute this renewable energy. We're proud to be a part of the rapidly growing community energy program, and we're looking for talented individuals like you to join our team.

Job Summary

As a Customer Service Representative, you'll be responsible for providing exceptional customer service to our CCA customers, answering inbound calls, and resolving customer inquiries and issues in a timely and professional manner. You'll work closely with our internal teams, including our CCA partners, to ensure that all contractual and Service Level Agreements are met.

Key Responsibilities

* Answer inbound calls from customers regarding the new community energy program, including program questions and bill-related inquiries

• Provide white-glove premier customer service using strong written and verbal communication
• Be proficient in understanding and articulating the nuances of the assigned CCA Programs, develop an understanding of billing and customer service complexities
• Ensure that all required contractual and Service Level Agreements are met
• Ensure program and billing knowledge of assigned CCA is continually up-to-date, provide expertise to customers and internal colleagues as requested
• Work to consistently improve by implementing feedback from regular coaching sessions
• Utilize group chat to ensure first call resolution, and escalate critical issues to the client quickly
• Assist client with urgency, ensure accurate processes are followed, provide feedback
• Practice high ethical standards; be accountable for data security, time, communication, statistics
• Maintain effective working relationships with coworkers, clients, customers, and utilities

Essential Qualifications

* High School Diploma Required, Associate's Degree or above a plus

• 2 years of customer service experience preferred
• Strong customer service skills, diplomacy, and tact
• Organized and detail-oriented, analytical with data entry and written program information
• Strong verbal and written communication for logging calls and live chat
• Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts
• Bilingual (English/Spanish) is preferred

Preferred Qualifications

* Experience working in a contact center environment

• Knowledge of community energy programs and renewable energy sources
• Experience with CRM software and data entry
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively

Work Environment and Culture

As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our team is dedicated to creating a positive and supportive work environment, and we're committed to providing the resources and training you need to succeed. We're a dynamic and growing organization, and we're excited to have you join our team!

Compensation and Benefits

* Starting hourly rate of $17.50 per hour, with opportunities for growth and advancement

• Benefits available after 60 days for full-time employees, including:

+ 401(k) + Dental insurance + Health insurance + On-the-job training + Paid time off + Vision insurance

• Work from home with a laptop or desktop (windows 10, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down)
• Access to high-speed internet is necessary, and we require that agents are hardwired by an ethernet cable to their router/modem
• Supported browsers include Google Chrome, Microsoft Edge, and Internet Explorer 11

How to Apply

If you're passionate about delivering exceptional customer experiences and making a positive impact on the environment, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're excited to hear from you and look forward to the opportunity to discuss this role further. Apply Job! Apply for this job