Job description

Energy Choice California: Call Center Agent

Company Information:

Energy Choice California is a contact center that partners with external clients, and with Community Choice Aggregations (CCAs) in California to provide communities with a choice to purchase cleaner energy at competitive rates. CCAs procure renewable sources of electricity for their customers and utilize the power lines, owned by the local utility, to distribute this renewable energy.

Responsible For:

Ensuring a high level of customer service to CCA customers. CCA Customer Service Representatives are key components of this rapidly growing program; making themselves an essential part of Energy Choice California.

Job Duties / Responsibilities / Essential Functions:

Answer inbound calls from CCA customers including program questions and bill related inquiries

Provide white-glove premier customer service using strong written and verbal communication

Be proficient in understanding and articulating the nuances of the assigned CCA Programs, develop understanding of billing and customer service complexities

Ensure that all required contractual and Service Level Agreements are met

Ensure program and billing knowledge of assigned CCA is continually up-to-date, provide expertise to customers and internal colleagues as requested

Work to consistently improve by implementing feedback from regular coaching sessions

Utilize group chat to ensure first call resolution, escalate critical issues to client quickly

Assist client with urgency, ensure accurate processes are followed, provide feedback

Practice high ethical standards; be accountable for data security, time, communication, statistics

Maintain effective working relationships with coworkers, clients, customers, and utilities

May be asked to handle Spanish Bilingual Calls

Required Knowledge / Skills / Abilities / Qualifications

Strong customer service skills, diplomacy, and tact

Organized and detailed oriented, analytical with data entry and written program information

Strong verbal and written communication for logging calls and live chat

Ability to become proficient with Microsoft Office, Microsoft Dynamics CRM, and keyboard shortcuts

Qualifications

Education Level – High School Diploma Required, Associate’s Degree or above a plus

Work Experience – 2 years, customer service experience preferred

Bilingual is a plus (English/Spanish)

Salary & Operations

This is a Permanent role with potential for growth for agents to apply for not only agent roles but also Supervisor, and QA roles as this project picks up momentum. (Each of these roles goes through the same initial training and spends time on the phones as an agent.)

This position is at an hourly rate and then at a Tier 2 rate (enquire within), with an opportunity for growth and advancement. Call Center Hours of Operation will be 8:00 AM – 5:00 PM Pacific time Monday-Friday. Agents will be fulltime with a 5-day work week currently, however hours are subject to change as per business needs requirement. Note that training attendance is mandatory.

Agents will work from home until offices are established. [Offices are likely to be located near Irvine. (Requirements: Agents need to reside in Orange County and cannot live out of state or out of the country.)

Applicants must have a laptop or desktop (windows 10, i5 CPU or equiv, 8gb ram, broadband internet (200 Mbps up/down). Note that access to high-speed internet is necessary, we do require that agents are hardwired by an ethernet cable to their router/modem. The following browsers are supported for programs to be used; Google Chrome, Microsoft Edge, Internet explorer 11.

Job Type: Full-time

Pay: $20.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Irvine, CA: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: Multiple Locations

jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.