Customer Specialist

Ambit Energy

(Plano, Texas)

Full Time

Job Posting Details

About Ambit Energy

Ambit Energy provides electricity and natural gas services in deregulated markets across the United States, primarily marketed through a direct sales channel of more than 400,000 Independent Consultants.

Responsibilities

* Manages incoming calls from customers, initiates proactive calls to customers relating to service issues, payment requirements, account information, etc.
* Promotes good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times even when assisting difficult, sensitive or emotional customers
* Has a developed rapport with the customer/consultant base, greets by/use name, has knowledge of account ownership, responsive and timely with correspondence and problem resolution, and displays a caring attitude
* Acts with confidence by answering or finding the answers to customer questions and finding solutions to customer issues
* Processes customer payments and offers other options of service
* Maintains quality scores and call center metrics while working in a fast paced, team environment
* Must be receptive to monthly feedback with the ability to make necessary corrections to meet or exceed call center requirements
* Must be able to maintain acceptable attendance and punctuality
* Must be available to work Monday – Friday 7:50 AM – 6 PM, and Saturday 9:50AM – 5 PM. Hours will be determined by schedule selection and based on performance factors as determined by management
* Assists new customers with set up of Ambit service
* Assists existing customers renew their service agreement
* Ensures that each Ambit customer has an informative and positive experience by using good customer service skills and product knowledge
* Promotes good customer relations and customer satisfaction with a friendly, professional and high energy demeanor
* Works on outbound call campaigns as required
* Full time physical attendance is an essential function of the job
* Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance

Manages incoming calls from customers, initiates proactive calls to customers relating to service issues, payment requirements, account information, etc.
Promotes good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times even when assisting difficult, sensitive or emotional customers
Has a developed rapport with the customer/consultant base, greets by/use name, has knowledge of account ownership, responsive and timely with correspondence and problem resolution, and displays a caring attitude
Acts with confidence by answering or finding the answers to customer questions and finding solutions to customer issues
Processes customer payments and offers other options of service
Maintains quality scores and call center metrics while working in a fast paced, team environment
Must be receptive to monthly feedback with the ability to make necessary corrections to meet or exceed call center requirements
Must be able to maintain acceptable attendance and punctuality
Must be available to work Monday – Friday 7:50 AM – 6 PM, and Saturday 9:50AM – 5 PM. Hours will be determined by schedule selection and based on performance factors as determined by management
Assists new customers with set up of Ambit service
Assists existing customers renew their service agreement
Ensures that each Ambit customer has an informative and positive experience by using good customer service skills and product knowledge
Promotes good customer relations and customer satisfaction with a friendly, professional and high energy demeanor
Works on outbound call campaigns as required
Full time physical attendance is an essential function of the job
Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance

Ideal Candidate

* Clear and articulate communication skills, both written and oral
* Excellent telephone manner with a clear, concise, and pleasant voice with an understanding and helpful tone
* Responsive and adaptive to change and able to maintain a positive attitude in a high stress environment
* Good organizational skills with the ability to multitask such as listening to the customer as you are documenting the call information
* Ability/flexibility to assist in other areas of the department when needed
* Excellent spelling and grammar skills with a strong attention to detail
* Strong Windows, Internet, data entry, and typing skills in order to navigate through customer service tools in a timely manner while servicing customers
* Willingness to work overtime as needed
* Must be able to work in very fast paced environment and be able to handle stressful situations
* Experience in a high call volume call center, handling 60+ inbound calls per day preferred
* Experience handling difficult customer service calls, with proven experience with excellent call control
* Escalations experience a plus
* Bilingual preferred, not required
* Excel and Outlook experience

Clear and articulate communication skills, both written and oral
Excellent telephone manner with a clear, concise, and pleasant voice with an understanding and helpful tone
Responsive and adaptive to change and able to maintain a positive attitude in a high stress environment
Good organizational skills with the ability to multitask such as listening to the customer as you are documenting the call information
Ability/flexibility to assist in other areas of the department when needed
Excellent spelling and grammar skills with a strong attention to detail
Strong Windows, Internet, data entry, and typing skills in order to navigate through customer service tools in a timely manner while servicing customers
Willingness to work overtime as needed
Must be able to work in very fast paced environment and be able to handle stressful situations
Experience in a high call volume call center, handling 60+ inbound calls per day preferred
Experience handling difficult customer service calls, with proven experience with excellent call control
Escalations experience a plus
Bilingual preferred, not required
Excel and Outlook experience