Customer Support Agent- Call Center

  • Location
    Ann Arbor, Michigan
  • Job type
    Contract/Temp to Hire
  • Salary
  • Category
    Call Center & Customer Service - Customer Service

Energy Efficiency Customer Support Agent
Ann Arbor, MI

Job Description:
This position requires a self-motivated individual with attention to detail and a genuine interest in understanding the energy efficiency programs supported. This individual will be responsible for identifying and understanding the energy, environmental, and optimization related problems with residential homes or commercial facilities. As an Energy Efficiency Customer Support Agent in our clients Operations Center, located in Ann Arbor, MI, our successful team members perform in a variety of exciting areas geared to deliver an exceptional customer experience within its commercial energy business. Our dedicated energy team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency applications, and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of energy incentive applications for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and online chat, and other types of back office processing support for our utility clients and their customers. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail.

Key Responsibilities Include:
• Achieve daily, weekly and monthly quota and metrics expectations
• Accurately identify customer accounts to effectively determine program and rebate eligibility
• Deliver and explain savings and energy analysis results to customers and contractors
• Assist customers and contractors with the program application process either by phone, web chat, or through paper submittals
• Complete all commitments offered to customer in a timely manner; i.e. call backs, application updates, email responses, etc.
• Perform the assigned duties with minimal supervision, but also work in a team problem-solving environment
• Follow all policies and guidelines set by company
• Maintain confidentiality regarding company and utility customer information

Basic Qualifications:
• College or some college training preferred
• High school diploma or equivalent required
• Must successfully pass drug and criminal background checks
• Intermediate computer skills including proficiency with MS Word, Excel and other programs within the MS Office Suite

Preferred Skills/Experience:
• Previous business processing or back office experience strongly preferred.
• Ability to accurately process applications within a highly repetitive processing environment.
• Previous sales or customer service experience preferred.
• Computer skills to include data entry with a high degree of accuracy and speed, and database navigation preferred.

Required Skill Sets and Abilities:
• Strong communication skills, both written and oral, required.
• Ability to display high energy level, positive attitude, and enthusiasm for the program while working with team members, customers and other program participants.
• Ability to work with program participants ranging from homeowners to contractors in order to troubleshoot application requirements.
• Ability to define problems, collect data, establish facts and draw conclusions
• Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions
• Strong data entry skills
• Excellent attention to detail
• Accurate, yet meets deadlines and established daily performance goals
• Ability to work independently and with others
• Must type 45 to 50 wpm
• Strong analytical, problem solving and decision making capabilities required.
• Team player with the ability to work in a fast-paced environment.
• Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required.
• Ability to be flexible to handle multiple priorities and to work overtime as required.
• Able to sit for prolonged periods of time.
• Takes pride in own ability to positively make a difference in the lives of program participants.

Applications are accepted online

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Temp to Hire position

  • Apply with Adecco

Reference number US_EN_1_115810_11893365