Client Care Specialist — Inbound/Outbound Calls & Scheduling

Energy Services; Weallup Lake (WA); Presencial; USD 37 000 - 51 000; Tempo integral

Resumo da oferta

CMC Energy Services, Inc. is seeking a Customer Care Representative to handle inbound and outbound calls, qualify and schedule appointments, and support program enrollment.

This role requires strong customer service, bilingual Spanish is a plus, proficiency with Microsoft Office and CRM tools, and the ability to manage multiple priorities in a fast-paced environment. You will participate in team meetings and work toward performance metrics such as talk time and appointment counts.

Qualificações

• 1-2 years prior call center or customer service experience preferred.
• High school diploma or equivalent required.
• Excellent customer service skills required.
• Bilingual Spanish speaking a plus.
• Strong communication, both verbal and written, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment and adapt to change when needed.
• Proficient with Microsoft Office Suite and CRM tools.

Responsabilidades

• Conduct outbound calls and manage inbound calls according to daily dialing goals set by leadership.
• Use service knowledge to showcase the solutions that CMC Energy can offer, analyze individual customer needs, and respond to customer inquiries efficiently.
• Confirm appointments and conduct reminder calls three days and one day before scheduled appointments.
• Qualify program applicants, complete questionnaires and mail program applications as needed by location.
• Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
• Resolve general customer service issues. Escalate as appropriate.
• Meet individual performance metrics consistently, including adherence, number of scheduled appointments, number of completed appointments, QA scores, and appointment cancellation rate.
• Focus on achieving individual goals such as total talk time and calls dialed, while also contributing to team and program goals.
• Follow scripts accurately and explain product details, program eligibility criteria, and gather necessary customer information.
• Attend mandatory weekly or bi-weekly team meetings, quality assurance sessions, and one-on-one coaching sessions with leadership and QA analysts.
• Provide administrative support as needed.
• Perform other duties as assigned.

Conhecimentos

Excellent customer service skills

Bilingual Spanish speaking a plus

Strong communication, verbal and writt

Ability to manage multiple priorities

Proficient with Microsoft Office Suite

Formação académica

High school diploma or equivalent

Ferramentas

CRM software

Descrição da oferta de emprego

CMC Energy Services, Inc. is seeking a Customer Care Representative to handle inbound and outbound calls, qualify and schedule appointments, and support program enrollment.

This role requires strong customer service, bilingual Spanish is a plus, proficiency with Microsoft Office and CRM tools, and the ability to manage multiple priorities in a fast-paced environment. You will participate in team meetings and work toward performance metrics such as talk time and appointment counts.