Jun 10, 2017

Texas Customer Specialist | Ambit Energy - Plano, TX United States

Job Details:
*.Manages incoming calls from customers, initiates proactive calls to customers relating to service issues, payment requirements, account information, etc. *.Promotes good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times even when assisting difficult, sensitive or emotional customers *.Has a developed rapport with the customer/consultant base, greets by/use name, has knowledge of account ownership, responsive and timely with correspondence and problem resolution, and displays a caring attitude *.Acts with confidence by answering or finding the answers to customer questions and finding solutions to customer issues *.Processes customer payments and offers other options of service *.Maintains quality scores and call center metrics while working in a fast paced, team environment *.Must be receptive to monthly feedback with the ability to make necessary corrections to meet or exceed call center requirements *.Must be able to maintain acceptable attendance and punctuality *.Must be available to work Monday – Friday 7:50 AM – 6 PM, and Saturday 9:50AM – 5 PM. Hours will be determined by schedule selection and based on performance factors as determined by management *.Assists new customers with set up of Ambit service *.Assists existing customers renew their service agreement *.Ensures that each Ambit customer has an informative and positive experience by using good customer service skills and product knowledge *.Promotes good customer relations and customer satisfaction with a friendly, professional and high energy demeanor *.Works on outbound call campaigns as required *.Full time physical attendance is an essential function of the job *.Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance.
Skills *.Clear and articulate communication skills, both written and oral *.Excellent telephone manner with a clear, concise, and pleasant voice with an understanding and helpful tone *.Responsive and adaptive to change and able to maintain a positive attitude in a high stress environment *.Good organizational skills with the ability to multitask such as listening to the customer as you are documenting the call information *.Ability/flexibility to assist in other areas of the department when needed *.Excellent spelling and grammar skills with a strong attention to detail *.Strong Windows, Internet, data entry, and typing skills in order to navigate through customer service tools in a timely manner while servicing customers *.Willingness to work overtime as needed *.Must be able to work in very fast paced environment and be able to handle stressful situations *.Experience in a high call volume call center, handling 60+ inbound calls per day preferred *.Experience handling difficult customer service calls, with proven experience with excellent call control *.Escalations experience a plus *.Bilingual preferred, not required *.Excel and Outlook experience Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. As a condition of employment with Ambit Energy, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business ..
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