Job Details
Qualifications
- Associate's degree
- Communication skills
- Customer service
- Customer support
- High school diploma or GED
- Microsoft Excel
- Microsoft Outlook
Job Description
Description:
Perch Energy is a whole new kind of energy company that makes it easy for businesses and consumers to access clean energy and reduce their carbon footprint. We’re on a mission to make clean energy options more accessible, more affordable, and more equitable for all.
Perch Energy has an immediate opening for a full-time Customer Service Representative, Tier 1 (Temporary), reporting to the Senior Manager of Operations. In this role, you will be responsible for engaging with customers on behalf of Perch Energy and adhering to outlined policies, scripts, and procedures during each interaction. The duties for this role will include, but not be limited to, answering phone calls, text messages or emails from customers who inquire about our products, services, their billing and/or general inquiry contact. Excellent communication and data entry skills are essential for candidates to be successful. The ideal candidate has prior customer service experience and is familiar with Salesforce.
Duties and Responsibilities
Mange incoming calls as a priority for the duration of your shift
Work a full-time shift as scheduled:
Approximately 40 hours per week, Monday through Friday 8:45am-5:00pm ET
Communicate with customers primarily through phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a timely manner
Maintain a positive, empathetic, and professional attitude toward customers always
Complete case work while remaining available for customer calls
Provide introductory information to new customers
Provide accurate, valid, and complete information by using the right methods and tools
Handle customer complaints, providing appropriate solutions and alternatives within the time limits, including follow-up to ensure resolution
Resolve inbound customer calls regarding customer accounts
Troubleshoot and provide customer support on Tier 1 issues
Escalate issues to Tier 2 that are outside the scope of support
Perform other work-related tasks as assigned
Requirements:
High School diploma or equivalent; Associate degree or higher preferred
1-2 years of customer support and/or call center experience
Previous experience with case work is required
Fluent in Spanish and English is desired; fluency in additional languages a plus
Strong customer support, call handling skills and active listening skills
Exceptional customer service and communication skills, including both written and oral communications
Detail-oriented, organized and can work in a fast-paced environment
Ability to multi-task, prioritize and manage time effectively
Proficient in Microsoft Office, specifically Word, Excel and Outlook
Prior experience with Salesforce is a plus
Knowledge of Renewable Energy or Community Solar a plus
Patient, communicative, team player with outstanding interpersonal skills to assist customers with understanding complex billing, product, and service via phone/chat/email interaction
Strong alignment with and passion for the Perch values and mission
Perch is proud to be an Equal Employment Opportunity (EEO) employer. ?We are committed to creating a diverse and inclusive workplace and will do so by actively seeking to hire and promote diverse individuals throughout the company. Providing equal employment opportunities to all employees and applicants for employment is critical to our identity and we do not discriminate on the basis of race, color, religion, religious creed, national origin, ancestry, sex, age, handicap (disability), sexual orientation, gender identity/ or expression, genetics, veteran status, marital status, pregnancy or pregnancy-related condition, military status or obligation, or other protected status, in accordance with applicable federal, state and local laws.