Customer Care Representative I

CMC Energy Services; Fort Washington (MD); On-site; USD 37,000 - 51,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401k with company match

Professional development and career/内部

Job summary

CMC Energy Services, Inc. is seeking a Customer Care Representative to handle inbound and outbound calls, qualify customers, and schedule appointments in Fort Washington, MD. You will apply product knowledge, resolve inquiries, and update our CRM with accurate data.

Requirements include 1–2 years in a call center or customer service, a high school diploma, superb communication skills, and the ability to multitask in a fast-paced environment. Spanish is a plus.

Qualifications

• High school diploma or equivalent.
• 1–2 years in a call center or customer service role.
• Excellent customer service and communication skills.
• Spanish-speaking is a plus.
• Proficient with Microsoft Office.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Handle inbound and outbound calls according to daily dialing goals.
• Use product knowledge to identify customer needs and respond to inquiries.
• Confirm appointments and conduct reminder calls.
• Enter relevant customer information into databases accurately.
• Resolve general customer service issues and escalate when needed.
• Attend team meetings and coaching sessions.

Skills

Customer service

Communication skills

Bilingual Spanish

Education

High school diploma

Tools

Microsoft Office Suite

CRM software

Job description

Job Description: Job Description The Customer Care Representative is responsible for inbound and outbound call volume, initiating calls to appropriate client base to qualify and schedule appointments.

ESSENTIAL DUTIES & RESPONSIBLITIES

• 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.

REQUIREMENTS & QUALIFICTIONS

• High school diploma or equivalent required.
• 1 – 2 years prior call center of customer service experience required.
• Excellent customer service skills required.
• Bilingual Spanish speaking a plus.
• Strong communication, both verbal and written, and relationship-building skills.
• Strong attention to detail while maintaining accurate documentation.
• Ability to manage multiple priorities in a fast-paced environment and adapt to change when needed.
• Ability to work a flexible schedule.
• Proven ability to meet objectives.
• Perform the essential functions and physical demands of the position with or without accommodation.
• Proficient with Microsoft Office Suite.
• Ability to master additional CRM and information management tools as needed.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

• Prolonged periods of sitting while working on a computer.
• Frequent use of hands and fingers for typing, writing, and handling office equipment.
• Ability to view computer screens for extended periods.
• Occasional standing, walking, and reaching within the office environment.
• Ability to lift and carry objects (up to 15 lbs), such as files, documents, or office supplies.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
• The employee is not substantially exposed to adverse environmental conditions.

CMC Energy Services, Inc. provides equal employment opportunities to all qualified individuals without regard to race, color, religion, national origin, age, sex, marital status, sexual orientation or non-disqualifying physical or mental handicap or disability, or any other protected status under applicable law.

Pay Range: $37,400.00 - $50,600.00

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, certifications, etc.

Benefits: A full suite of medical, dental, and vision benefits, company-paid and supplemental insurance options, 401k with a company-match, professional development and opportunities for internal advancement is available to all full-time employees.

CMC Energy Services, Inc. provides equal employment opportunities to all qualified individuals without regard to race, color, religion, national origin, age, sex, marital status, sexual orientation or non-disqualifying physical or mental handicap or disability, or any other protected status under applicable law.

Welcome to CMC Careers! CMC Energy is a woman-owned business founded on the belief that empowering communities through energy efficiency and clean energy will create a more comfortable, affordable and equitable future for all.