Experienced Customer Care Specialist – Energy Efficiency Program Support
At arenaflex, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. If this sounds like the kind of environment where you can thrive, keep reading!
Job Summary:
arenaflex is hiring an Experienced Customer Care Specialist to support a utility-based Energy Efficiency Program which helps thousands of people save money and make their home more energy efficient. As a key member of our team, you will be responsible for providing exceptional customer service, educating customers on energy efficiency best practices, and helping them achieve their energy-saving goals.
Responsibilities:
* Take incoming phone calls for the arenaflex residential energy efficiency program, providing customer education and counseling on residential energy efficiency (behavioral changes, programmable thermostat training, do-it-yourself upgrades, etc.)
- Review energy audit reports with customers, assist them in obtaining and reviewing estimates, and contact their selected insulation/air sealing, home performance, or other contractor to schedule work
- Work in database management systems and technical reference guides to review energy efficiency applications
- Report to the HES Manager and collaborate with other departments as needed
- Implement an Energy Efficiency Plan, create and populate records in Customer Management System, complete and collect customer paperwork, and provide an overview of the program(s)
- Conduct entry interviews and energy advising consultations, review available rebates and incentives with customers, and assist with finding and/or providing rebate forms
- Provide follow-up to customers to help them complete home energy upgrades or participate in related programs, remove customer barriers, and leverage customer motivation
- Track all activity in Customer Management System, fill out all appropriate fields, and follow reporting requirements outlined by the Program Manager
- Integrate with and support related departments, such as residential energy audits, trade ally management, rebate processing, and quality assurance
- Properly execute all energy advisor workflows, address program issues, and maintain accurate documentation and follow-up
- Plan, coordinate, and follow through on tasks and assignments in a timely manner
- Perform other duties as assigned
Requirements:
* High School Diploma or equivalent with 1+ year customer service experience or equivalent and exemplary customer service skills required
- Ability to travel to the Peoria, IL area as needed (typically once or twice per year)
- Demonstrated fluency in English language, both written and oral
- Experience with or strong knowledge of building science principles
- Expertise with or ability to learn web-based software Microsoft Office
- Strong listening, oral, and written communication skills
- Ability to communicate with clients and co-workers in a friendly, positive, respectful manner
- Ability to maintain a professional demeanor, even under pressure
- Effectively utilizes available resources to achieve goals
- Strong organizational and time management skills
- Demonstrate accuracy and thoroughness in all work products
- Self-motivated and driven to deliver on goals
- Ability to prioritize, multi-task, and deliver in a fast-paced environment
- Ability to identify improvement opportunities
- Reliable internet connection for remote work
- Quiet, secure, and distraction-free work space for remote work
Preferred Qualifications:
* Call Center Representative with experience in effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior
- Industry experience preferred
What We Offer:
* Competitive compensation and benefits package
- Opportunities for career advancement and growth
- Continuous improvement via mentoring, formal and informal project management training, and assistance with obtaining pertinent certifications
- A welcoming culture that recognizes the importance of a strong work/life balance
- Diversity and inclusion initiatives that promote a positive and inclusive work environment
- Fun and engaging work environment with opportunities to make a difference
Work Environment:
* This position is fully remote with minimal travel to Peoria, IL, typically once or twice per year
- Candidate may be remote anywhere within the United States
Pay Range:
* $34,450.00 - $62,275.00
How to Apply:
If you are a motivated and customer-focused individual who is passionate about energy efficiency and customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website. Apply Now!
Equal Employment Opportunity:
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.
Disclaimer:
arenaflex reserves the right to modify or withdraw this job posting at any time without notice. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Apply for this job