JOB DESCRIPTION
This role requires an individual with strong interpersonal and organizational skills to work in an office environment. This position is the key interface for customers and program Trade Ally’s to interface with utility energy efficiency programs.
Key Requirements:
- Actively listen to customer needs and goals and appropriately describe and promote the program that meets the customer’s goal.
- Work with pre-qualified leads to generate and schedule appointments where appropriate.
- Assist customers and contractors with the application processes for market-based programs.
- Perform a desk-top eligibility review and aid building decision makers in identifying next steps.
- Refer callers directly to appropriate team members when it is clear they are the next step in the process.
- Accurately log all calls in CRM so team has access to the latest interaction with building.
- Complete all commitments offered to customer in a timely manner, i.e. call backs, application referral, email responses, etc.
- Identify and resolve customer issues with professionalism and with the collaboration of cross-functional team members as appropriate.
- Perform the assigned duties with minimal supervision, but also work in a team problem solving environment.
- Follow all policies and guidelines set by company.
- Maintain confidentiality regarding company and participant information.
- Excellent communication (both verbal and written), customer service and phone skills, organization, grammar, and spelling skills
- Must be able to prioritize and work both independently and as part of a team
- Ability to work well under pressure in time-critical situations and be productive and self-motivated during slow periods
- Intermediate experience in MS Word, Excel, PowerPoint, and Access
