Customer Service Representative (Sales)

Ubiquity; Omaha (NE); On-site; USD 21,000 - 26,000; Full time

Job summary

Ubiquity is seeking a Customer Service Representative to focus on retention, renewals, and customer education in the energy sector. You will resolve inquiries, de-escalate concerns, and guide customers toward informed energy decisions.

The role requires handling calls with empathy, meeting daily service standards, and converting interactions into plan changes and sales opportunities. Weekend, overnight, and holiday shifts may be required to meet business needs.

Qualifications

• Minimum of six (6) months of call center customer service experience.
• Experience in customer retention or sales.
• Ability to de-escalate customers under pressure.
• Experience reviewing accounts using a CRM system.
• Excellent verbal and written communication skills.
• Ability to read, write, speak, and understand English at a business level.

Responsibilities

• Deliver a customer-obsessed experience prioritizing customer satisfaction in every interaction.
• Negotiate with customers to renew contracts and retain business.
• Improve customer relations and retention through problem-solving and pricing options.
• Convert a percentage of calls into sales and plan changes.
• Identify customer needs, clarify information, research issues, and provide effective solutions.
• Explain procedures, answer questions, and provide accurate information to customers.
• Resolve customer issues the same day, within 24 hours.
• Listen carefully to understand each customer’s question or concern.
• Follow through on commitments and deliver what you say you will do.
• Show empathy and respect in every customer interaction.
• Educate customers so they can make informed energy decisions.

Skills

Call center experience

CRM experience

Verbal communication

Written communication

Problem solving

Customer empathy

English proficiency

De-escalation

Education

High school diploma

Tools

CRM Software

Job description

We're Hiring: Customer Service Representative (Sales)!

Position Summary

The Customer Care Representative is a customer-obsessed professional who supports the Program by retaining and renewing customer contracts, resolving concerns, and educating customers so they can make informed decisions about their energy. This role plays a direct part in driving customer retention and satisfaction through every interaction.

Key Responsibilities

• Deliver a customer-obsessed experience, making customer satisfaction the top priority in every interaction.
• Negotiate with customers to renew contracts and retain business.
• Continuously improving customer relations and retention through effective problem-solving and pricing options.
• Convert an assigned percentage of calls into sales and enrollments into plan changes.
• Identify customer needs, clarify information, research issues, and provide effective solutions.
• Explain procedures, answer questions, and provide accurate information to customers.
• Resolve customer issues the same day, and no later than within 24 hours.
• Listen carefully to fully understand each customer's question or concern.
• Follow through on commitments and deliver on what you say you will do.
• Show empathy and respect in every customer interaction.
• Educate customers so they can make informed decisions about their energy.

Requirements

• Minimum of six (6) months of call center customer service experience.
• High school diploma or equivalent required.
• Experience in customer retention or sales.
• Ability to de-escalate customers in an emotional or irate state, remaining calm and professional under pressure.
• Experience reviewing accounts using a Customer Relationship Management (CRM) system.
• Excellent verbal and written communication skills.
• Strong probing-question and problem-resolution skills.
• Ability to follow instructions for specific customer-resolution tasks.
• Ability to perform in a high-pressure environment while maintaining a positive customer interaction.
• Intermediate proficiency with PC navigation while delivering excellent customer service.
• Ability to read, write, speak, and understand English at a business level.
• Background in the energy industry preferred.
• Flexibility to work a variety of shifts, including weekends, overnights, holidays, or extra shifts as needed to meet business demands.