Customer Solutions Specialist - Bilingual

IGS Energy; Ohio; On-site; USD 37,000 - 55,000; Full time

Benefits offered by this job

Healthcare Essentials

Mental Wellbeing

Family Planning Support

401(k) with company match

Paid time off & tuition reimbursement

Job summary

IGS Energy seeks a Customer Solutions Specialist for the Solutions Center to champion the IGS Energy brand, educate customers on products, and create exceptional experiences with each interaction. The role requires fluency in English and Spanish, and a schedule including Monday–Friday 11:00am–8:00pm with rotating Saturdays 8:00am–5:00pm.

Responsibilities include delivering personalized service, educating customers about all offerings, resolving inquiries, and driving sales and retention.

Qualifications

• High school diploma or equivalent.
• Must be fluent in both English and Spanish.
• 2 years of experience in a customer-facing environment preferred.

Responsibilities

• Deliver exceptional customer experiences through a natural conversation style.
• Educate on all IGS products and services to drive sales and retention.
• Navigate systems to provide timely resolution to inquiries.
• Meet and exceed performance metrics and service level goals.
• Provide follow up to ensure resolution meets customer expectations.
• Identify opportunities to up-sell and cross-sell customers.

Skills

Interpersonal skills

Verbal & written communication

Customer service orientation

Multitasking

Team collaboration

Bilingual English/Spanish

Education

High school diploma or equivalent

2 years of customer-facing experience

Tools

Windows

MS Office Suite

Internet Explorer

Job description

Job Summary

As a Customer Solutions Specialist in the Solutions Center, you are our IGS energy brand champions! You will be building customer connections through IGS energy’s sustainability journey, educating on our products, and providing exceptional customer experiences with each customer interaction. Must have flexibility to work Monday – Friday 11:00am to 8:00pm and rotating Saturdays 8:00am to 5:00pm.

Primary Responsibilities

• Deliver exceptional customer experiences through a natural conversation style.
• Must be able to educate on all IGS products and services that result in customer sales and retention.
• Navigate systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries.
• Meet and exceed performance metrics, customer satisfaction, sales goals and service level goals.
• Provide follow up as needed on customer inquiries to ensure resolution satisfies our customers and meets all internal expectations.
• Conducts proactive consultative analysis to identify and act upon opportunities to up-sell and cross-sell customers.
• Demonstrates full understanding of current marketing programs and offerings; communicate clearly to the customers to assist them in making an informed decision.
• Achieves all customer experience and sales standards set for the department by following the established departmental goals, policies and procedures.
• Complete additional duties and responsibilities as assigned.

Required Skills

• Possess strong interpersonal, verbal, and written communication skills and be results oriented.
• Excellent customer experience and conversational skills.
• Possess ability to identify and overcome customer objections.
• Ability to multitask effectively and adhere to a weekly set schedule.
• Genuine desire to grow and learn, receptive to feedback, as well as contribute positively to a team-oriented work environment.
• Basic knowledge of Windows, MS Office Suite, and Internet Explorer.

Minimum Education and Experience

• High school diploma or equivalent.
• Must be fluent in both English and Spanish
• 2 years’ experience in a customer facing environment preferred.

Work Authorization

Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

Salary Range

$37,140.00 - $54,670.00

• This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included. This role is also eligible for an annual incentive plan based on company performance, team or individual incentives, and a $1.00/hr bilingual premium.

How We Support Your Wellbeing

• Healthcare Essentials: Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
• Mental Wellbeing: Robust support through Headspace and free mental healthcare visits for you and your dependents.
• Family Planning Support: Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
• Financial Readiness: Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
• Work-Life Balance: Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

Equal Opportunity Employment

It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, veteran status or other legally protected class under applicable law is prohibited. If you require a reasonable accommodation to complete any part of the application or interview process, please contact [e-mail].