Customer Relations Specialist will provide quality and professional customer service for our utility partner’s customers. The Customer Relations Specialist will maintain a positive attitude along with providing clear communications as well as knowledge of the programs, which provides each customer with the ultimate customer service experience.
Duties and Responsibilities
Inform customers of the Energy Efficiency program requirements and offerings
Verify customer eligibility
Manage inbound and outbound calls to schedule appointments via the Customer Relationship Management (CRM) application
Log all customer calls in the CRM application and update the application with modifications or changes (i.e., appointments, reschedules, cancellations, and customer incidents) and present the status of all current and prospective customers
Meet the established weekly and monthly Key Performance Indicators (KPI’s) for enrollments, scheduled appointments, and related program goals
Ensure that an excellent customer service experience is consistently delivered with every customer
Identify, research, and resolve customer issues, and escalate unresolved issues as needed
Effectively and confidentially communicate with customers, including written email correspondence
Accurately maintain, update, and secure all call center, customer contact, and data records
Monitor, record, and report key program outcomes on a regular basis
Recommend process improvements
Perform related work as required
Minimum Requirements
High school diploma or equivalent
2-3 years related inbound and outbound call center/customer service experience
Effective communication skills (oral and written)
Highly organized and excellent time management skills
Ability to understand and retain basic customer information
Accurate typing and data entry skills
Proficiency in MS Office applications such as Outlook and Word
Intermediate to Advanced skills in MS Excel
Ability to handle challenging customer situations with poise and professionalism
Able to meet pre-employment requirements for background check and drug testing.
Knowledge of the energy efficiency industry
Numbers & Facts
Location
Detroit, MI
Skills
Background Investigationunmatched
Calendar Managementunmatched
Call Centersunmatched
Communication Skillsunmatched
Customer Escalationsunmatched
Customer Relationsunmatched
Customer Relationship Management (CRM)unmatched
Customer Retention/Renewalunmatched
Customer Support/Serviceunmatched
Data Entryunmatched
Energy Efficiencyunmatched
High School Diplomaunmatched
Inbound Call Centersunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft Outlookunmatched
Microsoft Wordunmatched
Organizational Skillsunmatched
Outbound Call Centersunmatched
Performance Metricsunmatched
Presentation/Verbal Skillsunmatched
Process Improvementunmatched
Resolve Customer Issuesunmatched
Sales Prospectingunmatched
Software Administrationunmatched
Time Managementunmatched
Typingunmatched
Writing Skillsunmatched
🎯
Be found by employers
5,500+ employers search our resume database daily. Add yours to get found by recruiters looking for candidates like you.
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.