Job Opportunity: Blue Ridge Energy Contact Center Customer Service Specialist - Lenoir, NC
PURPOSE OF POSITION
Utilizes a planned advisory approach for the customers/members of Blue Ridge Energy. This approach includes core competence in the areas of understanding customer needs/requirements and identifying opportunities to improve customer/member value through the promotion of appropriate products and services.
Essential Duties
- Provide a superior service experience through every customer/member contact
- Engage the public in an advisory capacity to ensure the appropriate level of value is delivered
- Help coordinate energy services to build customer/member base
- Ask questions of customers and members to better understand their needs
- Analyze energy usage and identify opportunities and energy solutions to help the customer/member through an array of products and services
- Volunteer to participate in the piloting of products to enhance learning and share with other members of the team
- Set up new accounts and process payments
- Help with methods to automatically pay on accounts
- Help build and maintain ORU participation
- Handle service requests including disconnects, reconnects, name changes, etc.
- Demonstrate teamwork through working effectively with all members of the Blue Ridge team
- Promote the core values of Blue Ridge Energy through words, deeds and actions
- Engage customers/members in a positive and constructive way
- Communicate effectively with customers, members and Blue Ridge Energy team
- Speak up when there are issues that need improvement
- Attend and contribute to team meetings
- Be attentive in all learning opportunities
- Undertake and carry out all other duties as assigned by supervisor
JOB REQUIREMENTS/CLASSIFICATIONS
- Education: Must be a high school graduate or equivalent. Some college preferred.
- Experience: A minimum of three (3) years' experience in customer service (face-to-face or by phone) or other related experience in dealing with the public is required. Sales experience strongly preferred.
- Job Knowledge and Skills:
- Excellent communication (verbal and written) skills
- Exceptional technology skills
- Strong sales, closing and follow up skills
- Exceptional customer/member service skills
- A strong desire to achieve success
- A positive approach to helping others
- Active listening skills
- Ability to learn and think quickly
- Ability to be assertive and persuasive without being aggressive
- Self-reliant and reliable
- Workable knowledge of accounting practices and general understanding of office practices and procedures.
- Strong knowledge of Microsoft Office software
- Strong problem solving and decision-making skills
- Must be a self-starter and able to produce high quality results.
- Normal Work Hours: 8:00 A.M. to 5:00 P.M., Monday through Friday. Flexible hours may be required.
- Driver's License Requirement: Must have a valid driver's license
- Overtime Status: Is subject to the overtime requirements of the Fair Labor Standards Act
- Non-Discrimination: This position shall be filled on the basis of qualifications and ability to effectively perform work assignments, and without regard to race, religion, color, sex, age, national origin, or disability.
- EEO Classification: Office and clerical. (5-A)
- Physical Activity Requirements (Type): G, M, P, Q, R
- Physical Demands Requirements (Degree): A
- Visual Acuity Requirements: A
- Working Condition Requirements: L
- Language Proficiency: This is a public and customer contact position. Must be proficient in the English language (spoken).
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