Customer Service Representative

Company: Franklin Energy Services

General Information
US-LA-New Orleans
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job 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 Service Representative is primarily responsible for providing a high 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.

Job Requirements
  • Answer incoming customer telephone calls and log all calls
  • Work across multiple programs and phone lines and ability to transfer calls
  • Promote participation in energy efficiency programs that the customer may qualify for
  • Address and resolve customer inquiries, regarding products, services, billing, etc
  • Establish and maintain positive working relationships with customers by ensuring a high level of customer service
  • Address and resolve customer complaints and make recommendations
  • Make outgoing calls to customers for scheduling appointments, taking surveys, and promoting a program offering to a qualifying customer
  • Follow-up on customer calls not immediately resolved
  • Provide accurate and timely information regarding the status of customers' application and rebate checks
  • Enter all required information into computerized systems to create and maintain the customer database.
  • Provide inside support to Program Manager, Energy Engineers and Energy Advisors as needed
  • Communicate with customers via alternative media


Education and Experience

  • High School diploma or equivalent
  • Associates Degree - Preferred
  • 1-2 years of previous customer service experience

Required Skills, Knowledge and Abilities

  • Strong customer service and communication skills
  • Must be able to handle a wide work variety 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

Licenses & Certifications

  • Valid driver's license

Travel Requirements

  • Willingness to travel up 10% of the time

Franklin Energy is an Equal Opportunity Employer.

PI97582119