Member Care Agent

ENERGY OGRE LLC; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Energy Ogre is seeking a Customer Care Agent in Houston, TX. You will guide new members through onboarding, answer inquiries via phone, chat, and email, and ensure a seamless, value-driven experience from day one.

Key responsibilities include resolving member issues efficiently, meeting SLAs, and communicating service value while collaborating across departments to deliver one-call resolutions.

Qualifications

• Customer service experience with a passion for helping people.
• Excellent written and verbal communication skills.
• Ability to manage multiple communication channels (phone, chat, email).
• Strong organizational skills with keen attention to detail.
• Problem-solving mindset focused on achieving one-call resolutions.
• Proven ability to collaborate in a team environment.
• Proficiency in meeting SLAs and managing time effectively.

Responsibilities

• Provide exceptional customer service that reflects Energy Ogre’s commitment to excellence.
• Communicate the value of our service to potential customers.
• Address inquiries and concerns with professionalism, expertise, and efficiency.
• Work collaboratively across departments to resolve member issues, striving for one-call resolutions.
• Assist members via phone, chat, and email, ensuring a seamless and consistent experience.
• Craft clear, professional, and accurate responses to inbound email inquiries.
• Handle incoming calls and proactively assist members with their questions and concerns.
• Ensure availability to respond to member inquiries promptly and meet departmental SLAs.
• Wrap up account details within 60 seconds after each call for efficiency.
• Take ownership of pending account issues, ensuring timely resolution.
• Clear member email queues by the end of each day.
• Complete task-related projects and assignments within designated SLA timelines.
• Collaborate with teammates to address account-related issues and ensure timely resolutions.
• Follow departmental procedures to maintain service quality and minimize unattended calls.
• Provide feedback and suggestions to improve team workflows and enhance the member experience.

Job description

Job Details: Job Location: Houston, TX 77046, Position Type: Full Time, Education Level: High School, At Energy Ogre, our Member Care Agents play a vital role in guiding new members through their onboarding journey, ensuring they understand and experience the full value of our service from day one.

Essential Duties and Responsibilities

• Provide exceptional customer service that reflects Energy Ogre’s commitment to excellence.
• Communicate the value of our service to potential customers.
• Address inquiries and concerns with professionalism, expertise, and efficiency.
• Work collaboratively across departments to resolve member issues, striving for one-call resolutions.
• Assist members via phone, chat, and email, ensuring a seamless and consistent experience.
• Craft clear, professional, and accurate responses to inbound email inquiries.
• Handle incoming calls and proactively assist members with their questions and concerns.
• Ensure availability to respond to member inquiries promptly and meet departmental SLAs.
• Wrap up account details within 60 seconds after each call for efficiency.
• Take ownership of pending account issues, ensuring timely resolution.
• Clear member email queues by the end of each day.
• Complete task-related projects and assignments within designated SLA timelines.
• Collaborate with teammates to address account-related issues and ensure timely resolutions.
• Follow departmental procedures to maintain service quality and minimize unattended calls.
• Provide feedback and suggestions to improve team workflows and enhance the member experience.

Note:

This job description provides a general overview of the position. Additional responsibilities and tasks may arise to support Energy Ogre's mission and member satisfaction goals.

Additional Information About The Position:

This position requires working onsite five days a week.

Visa sponsorship is not available for this position.

Qualifications:

• Customer service experience (or related field) with a strong passion for helping people.
• Excellent written and verbal communication skills.
• Ability to manage multiple communication channels (phone, chat, email) efficiently.
• Strong organizational skills with keen attention to detail.
• Problem-solving mindset focused on achieving one-call resolutions.
• Proven ability to collaborate in a team environment.
• Proficiency in meeting SLAs and managing time effectively.
• Eagerness to learn and adapt to evolving processes.

Education & Experience

• High School Diploma or equivalent.
• Previous experience in customer service, or a related field.
• Proficiency in computer applications, including Microsoft Office (Word, Excel) and G-Suite.