Job Type: Full-Time – Work from Home
Hours: M-F 8:00 AM-5:00 PM EST
Salary: $23.41 to $24.26 Hourly
Company Information:
AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more.
Job Duties / Responsibilities / Essential Functions:
- Answer inbound calls from customers regarding the new community energy program, including program questions and bill-related inquiries.
- Provide white-glove premier customer service using strong written and verbal communication
- Be proficient in understanding and articulating the nuances of the assigned CPA Programs, and develop an understanding of billing and customer service complexities
- Ensure that all required contractual and Service Level Agreements are met
- Ensure program and billing knowledge of assigned CPA is continually up-to-date, and provide expertise to customers and internal colleagues as requested
- Work to consistently improve by implementing feedback from regular coaching sessions
- Utilize group chat to ensure first call resolution, and escalate critical issues to the client quickly
- Assist the client with urgency, ensure accurate processes are followed, and provide feedback
- Practice high ethical standards; be accountable for data security, time, communication, and statistics
- Maintain effective working relationships with coworkers, clients, customers, and utilities
- May be asked to handle Spanish Bilingual Calls
Required Knowledge / Skills / Abilities / Qualifications:
- Strong customer service skills, diplomacy, and tact
- Organized and detail-oriented, analytical with data entry and written program information
- Strong verbal and written communication for logging calls and live chat
- Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts
Qualifications:
- Education Level – High School Diploma Required, Associate’s Degree or above a plus
- Work Experience – 2 years, customer service experience preferred
- Bilingual is a plus (English/Spanish)
Salary & Operations:
- This position is at an hourly rate, starting at a training rate of $18.00 per hour and then at a Tier 2 rate of $19.00 per hour, with an opportunity for growth and advancement.
- Call Center Hours of Operation will be 8:00 AM – 5:00 PM Eastern time, Monday-Friday. Agents will be full-time with a 5-day work week currently; hours are subject to change as per business needs. Note that training attendance is mandatory.
- Agents will work from home. Work from home agents must reside in either New Hampshire, Massachusetts or New England.
- Applicants must have a laptop or desktop (Windows 11, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down). Note that good internet access is mandatory.
- The following browsers are supported for programs to be used: Google Chrome, Microsoft Edge, Apple Safari 11, and Internet Explorer 11.