Contact Center Energy Specialist Position Available In Caldwell, North Carolina

Contact Center Energy Specialist Blue Ridge Energy
Location
Lenoir
Posted date
4 days ago
Minimum level
N/A
Employment type
Full-time
Job category
Other

PURPOSE OF POSITION

The Contact Center Energy Specialist provides customer service support to Blue Ridge Energy members and customers primarily by phone and online chat in a centralized support center environment. This is a customer service position focused on understanding member needs, resolving inquiries, and identifying opportunities to enhance the member experience through the promotion of appropriate products and services. This position uses a planned advisory approach to ensure every interaction adds value and builds trust.

ESSENTIAL DUTIES

Provide a superior service experience through every member/customer contact.
Engage the public in an advisory capacity to ensure the appropriate level of value is delivered.
Help coordinate energy services to build member/customer base
Analyze energy usage and identify opportunities and energy solutions to help the member/customer through an array of products and services
Ask questions of members and customers to better understand their needs
Plan and deliver effective energy solutions for members/customers
Volunteer to participate in the piloting of products to enhance learning and share with other members of the team
Set up new accounts and process payments
Market automated transactions through the promotion of self-help options available to members and customers.
Help build and maintain Operation Round Up participation
Handle service requests including disconnects, reconnects, name changes, propane/fuel orders, etc.
Serve as “on call” specialist on a rotational basis
Demonstrate teamwork through working effectively with all members of the Blue Ridge team.
Promote the core values of Blue Ridge Energy through words, deeds and actions.
Engage members/customers in a positive and constructive way
Communicate effectively with customers, members and Blue Ridge Energy team
Assist members and customers with sustainable energy solutions based on available data
Notify supervisor of process improvements and training needs. Communicate process and efficiency suggestions to meet or exceed WorkSmart goals.
Attend and contribute to team meetings
Be attentive in all learning opportunities
Undertake and carry out all other duties as assigned by supervisor

JOB REQUIREMENTS/CLASSIFICATIONS

Education:

Must be a high school graduate or equivalent. Some college preferred.

Experience:

A minimum of three (3) years’ experience in customer service (face-to-face or by phone) or other related experience in dealing with the public is required. Sales experience strongly preferred.

Job Knowledge and Skills:

Excellent communication (verbal and written) skills
Exceptional technology skills
Strong sales, closing and follow up skills
Exceptional member/customer service skills
Strong interest in sustainability, energy efficiency products and services
A strong desire to achieve success
A positive approach to helping others
Active listening skills
Ability to learn and think quickly
Ability to be assertive and persuasive without being aggressive
Self-reliant and reliable
Workable knowledge of accounting practices with strong mathematical skills
General understanding of office practices and procedures.
Must be a self-starter and able to produce high quality results.

Normal Work Hours:

8:00 A.M. to 5:00 P.M., Monday through Friday. However, hours may vary due to call load or outages, etc. Flexible hours may be required.

Driver’s License Requirement:

Must have a valid driver’s license

Overtime Status:

Is subject to the overtime requirements of the Fair Labor Standards Act

Non-Discrimination:

This position shall be filled on the basis of qualifications and ability to effectively perform work assignments, and without regard to race, religion, color, sex, age, national origin, or disability.

Residency Requirements:

Must live within the Blue Ridge Energy service area and within a 30-minute drive to the assigned workplace.

EEO Classification:

Office and clerical. (5-A)
Physical Activity Requirements (Type):

G, M, P, Q, R

Physical Demands Requirements (Degree): A

Visual Acuity Requirements:

A

Working Condition Requirements:

L

Language Proficiency:

This is a public and customer contact position, Must be proficient in the English language (spoken).

Note for external candidates:

For best results and a fully complete application, we recommend applying through our website at