Call Center Customer Service Representative

Call Center Customer Service Representative I
Spruce Power

THE POSITION: Call Center Customer Service Representative I

We're looking for a motivated and results-driven Call Center Customer Service Representative. This role serves as the first point of contact for Spruce Power customers, handling inquiries, resolving issues and providing exceptional service through phone, email and video channels.

• This role is located in Houston, TX | Compensation: $17- $19.50 | Schedule: Full time, 40 hours per week (Call Center hours are from 8:00am to 6:00pm)
• No Weekends

• 40 hours per week with a structured 3 week training schedule (Monday - Friday, 8:00am - 6:00pm, 100% onsite during training)

Key responsibilities include:

What You Will Do
Operational Responsibilities

• Assist customers by answering their questions and concerns via inbound calls in a high-energy, metric-driven environment.
• Provide superior customer service via phone, email, or video channels regarding customers solar system contracts.
• Troubleshoot and resolve customer issues with a focus on first-call resolution and customer satisfaction.
• Thoroughly update account statuses and databases regularly through proper documentation.
• Properly validate all customer information up to and including addresses, contact information, and follow proper authentication steps
• Establish close working relationships with team members and cross-department teams including but not limited to collections and billing.
• Adhere to company policies, procedures and legal requirements during all interactions.
• Access contracts and show basic understanding of language.
• Successfully navigate multiple servicing platforms to investigate and resolve discrepancies.
• Perform tasks and responsibilities that may be outside of the normal job description as needed.

QUALIFICATIONS

• Minimum of 1-2 years of customer service experience, preferably in a call center environment.
• Proficiency with computers and experience using CRM software. Experience with Ring Central, Zendesk or ServiceNow, a plus.
• Basic understanding of consumer agreement documents.
• Ability to type a minimum of 30 words per minute free of grammatical errors.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Strong written and oral communication skills.
• Able to collaborate effectively and build professional relationships with internal and external customers at all levels.
• Self-starter with an ability to work unsupervised after the initial training phase.
• Bilingual, fluent in both English and Spanish is a plus.
• High school diploma or equivalent from accredited institution.

BENEFITS
Spruce Power offers competitive benefits and a collaborative, purpose-driven, high-energy culture.

EQUAL OPPORTUNITY EMPLOYER

We value a diverse work environment. Spruce Power is an equal opportunity employer and hires without consideration to race, religion, national origin, age, gender, sexual orientation, marital status, veteran status or disability.