Customer Intake Associate
Customer Intake Associate (CIA)
Position Type: Full-time hourly position that is eligible for overtime.
Job Summary:
The Customer Intake Associate (CIA) is responsible for handling high volume inbound and outbound calls, as well as assisting prospective customers in scheduling energy assessments.
Essential Functions:
The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
• Customer Interaction:
• Handle inbound calls from prospective customers, offering support and educating on the value of the program
• Initiate outbound calls to interested prospects and referrals (No cold calling)
• Resolve customer issues and concerns with empathy & utilizing effective problem-solving skills when necessary
• Set proper customer expectations in an attempt to achieve first call resolution
• Forward all required follow up and inquiries to other teams as necessary
• Provide accurate and relevant information by utilizing the correct policies and resources
• Scheduling and Coordination:
• Assist prospective customers in scheduling/rescheduling energy assessments based on their preferences and availability
• Collaborate with internal teams to ensure efficient scheduling and timely follow-up with customers
• Performance & Metrics:
• Ability to adhere to standard call center department KPI’s & metrics
• Ability to achieve and/or exceed agreed upon monthly sales targets
• Perform additional tasks as required.
Education & Experience:
• Requires a high school diploma or equivalent
• Proficient with Microsoft Office Suite or related software with the ability to learn new software
• Familiarity with CRM systems & telephony software (Salesforce, Five9), as well as SharePoint, Microsoft Dynamics, etc.
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances in a professional manner
• Previous experience (2+ years) in high-volume call center environment or related field
• Deadline and detail oriented
• Knowledge of, or ability to learn, product, service, or area of customer service specialization
• Requires proficiency in reading, writing, and communicating in English
• Spanish speakers a plus, but not required
Supervisory Responsibilities:
This is an individual contributor position with no supervisory responsibilities.
Work Environment:
• Remote position: This position is in the employee’s residence and requires the employee to have a quiet, dedicated workspace, free of distraction during work hours to perform job duties
• Requires dedicated internet with minimum speeds of 100MB
Physical Demands:
• Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues
Equal Opportunity Employer:
At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.
Apply Now
Position Type: Full-time hourly position that is eligible for overtime.
Job Summary:
The Customer Intake Associate (CIA) is responsible for handling high volume inbound and outbound calls, as well as assisting prospective customers in scheduling energy assessments.
Essential Functions:
The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
• Customer Interaction:
• Handle inbound calls from prospective customers, offering support and educating on the value of the program
• Initiate outbound calls to interested prospects and referrals (No cold calling)
• Resolve customer issues and concerns with empathy & utilizing effective problem-solving skills when necessary
• Set proper customer expectations in an attempt to achieve first call resolution
• Forward all required follow up and inquiries to other teams as necessary
• Provide accurate and relevant information by utilizing the correct policies and resources
• Scheduling and Coordination:
• Assist prospective customers in scheduling/rescheduling energy assessments based on their preferences and availability
• Collaborate with internal teams to ensure efficient scheduling and timely follow-up with customers
• Performance & Metrics:
• Ability to adhere to standard call center department KPI’s & metrics
• Ability to achieve and/or exceed agreed upon monthly sales targets
• Perform additional tasks as required.
Education & Experience:
• Requires a high school diploma or equivalent
• Proficient with Microsoft Office Suite or related software with the ability to learn new software
• Familiarity with CRM systems & telephony software (Salesforce, Five9), as well as SharePoint, Microsoft Dynamics, etc.
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances in a professional manner
• Previous experience (2+ years) in high-volume call center environment or related field
• Deadline and detail oriented
• Knowledge of, or ability to learn, product, service, or area of customer service specialization
• Requires proficiency in reading, writing, and communicating in English
• Spanish speakers a plus, but not required
Supervisory Responsibilities:
This is an individual contributor position with no supervisory responsibilities.
Work Environment:
• Remote position: This position is in the employee’s residence and requires the employee to have a quiet, dedicated workspace, free of distraction during work hours to perform job duties
• Requires dedicated internet with minimum speeds of 100MB
Physical Demands:
• Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues
Equal Opportunity Employer:
At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.
Apply Now