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Aston Carter Customer Service Representative in Charlotte, North Carolina

Description:

We provide our utility clients with a wide range of energy-saving and renewable energy solutions. From individual utility customers and construction contractors, to utilities, municipalities, and government bodies, our clients have come to depend on our customized energy efficiency programs to help them to meet their energy saving goals.

The Customer Care Specialist II is primarily responsible for providing an exceptional level of customer satisfaction by promoting participation in energy efficiency programs. This position is also responsible for addressing and resolving customer inquiries, problems, and complaints in accordance with company policies and procedures. You will also be working with others who are passionate about energy efficiency and making a positive impact on the industry.

  • Manage incoming and outgoing customer interactions across numerous channels including phone, email, chat etc.

  • Provide exceptional service during all interactions.

  • Work across multiple programs quickly and efficiently with high quality results.

  • Promote, schedule and manage participation in energy efficiency programs that the customer may qualify for.

  • Address and resolve customer inquiries and feedback, regarding products, services, billing, etc.

  • Establish and maintain positive working relationships with customers (internal and external) by ensuring a high level of customer service.

  • Manage all customer feedback from start through resolution including all phone, email etc. interactions.

  • Provide support for peers via chat, phone etc.; may require coaching and feedback delivery.

  • Make outgoing calls to customers including sales-based calls with high quality results.

  • Follow-up on all customer feedback and interactions.

  • Provide accurate and timely information related to the customer journey.

  • Enter all required information accurately and efficiently into computerized systems to create and maintain the customer database.

  • Provide inside support to Program Manager, Energy Engineers, Energy Advisors etc. as needed.

  • Communicate with customers via alternative channels.

  • Reliable and predictable attendance and punctuality

Skills & Qualifications:

  • High School diploma or equivalent

  • Associates Degree - Preferred

  • 2 – 4 years of previous customer service experience

  • Strong customer service and communication skills

  • Ability to identify gaps and provide suggested solutions

  • Must be able to handle a wide variety of work, and work in a fast-paced environment.

  • Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload.

  • Ability to identify and resolve project application issues with customers and trade allies.

  • Knowledge of program parameters and levels of service.

  • Proficient in Microsoft Office, specifically Word, Excel and Outlook.

  • Strong data entry skills in entering information in tracking systems/databases.

  • Ability to communicate effectively, both verbally and in writing with customers, clients and employees.

  • Ability to analyze and interpret data and solve practical problems.

  • Knowledge of mathematical concepts such as fractions, percentages and ratios.

  • Proficient in English and Spanish - Preferred

  • Ability to work flexible hours. Must be available evenings and weekend hours as needed.

  • Reliable transportation

Experience Level:

Intermediate Level

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

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