Call Center CSR

Call Center · Chicago, Illinois
Department Call Center
Employment Type Full-Time
Minimum Experience Mid-level

Under the direction of the Call Center Supervisor, the CSR II will provide quality and professional customer service for our utility partner’s customers. They will also be responsible for performing case management work. The CSR II will maintain a positive attitude along with providing clear communications as well as knowledge of the programs, which provides each customer with the ultimate customer service experience.

Duties and Responsibilities

  1. Inform customers of the Energy Efficiency program requirements and offerings
  2. Verify customer eligibility 
  3. Manage inbound and outbound calls to schedule appointments via the Customer Relationship Management (CRM) application
  4. Log all customer calls in the CRM application and update the application with modifications or changes (i.e., appointments, reschedules, cancellations, and customer incidents) and present status of all current and prospective customers
  5. Meet the established weekly and monthly Key Performance Indicators (KPI’s) for enrollments, scheduled appointments, and related program goals
  6. Ensure that an excellent customer service experience is consistently delivered with every customer
  7. Identify, research, and resolve customer issues, and escalate unresolved issues as needed
  8. Effectively and confidentially communicate with customers including written email correspondence
  9. Accurately maintain, update, and secure all call center, customer contact, and data records
  10. Monitor, record and report key program outcomes on a regular basis
  11. Recommend process improvements
  12. Interface with management and other departments to plan and meet company benchmarks
  13. Ability to effectively handle multiple program activities effectively
  14. Capability to perform case management work
  15. Meets personal / team metrics and goals
  16. Provides accurate, valid and complete information by using the right methods and tools
  17. Identify and assess customer’s needs to achieve satisfaction
  18. Performs related work as required

Minimum Requirements

  • High school diploma or equivalent
  • Related college coursework or degree
  • 2-3 years related inbound and outbound call center / customer service experience
  • Effective communications skills (oral and written)
  • Case management experience working with under-served populations
  • Highly organized and excellent time management skills
  • Ability to understand as well as retain basic customer information
  • Accurate typing and data entry skills
  • Proficiency in MS Office applications such as Outlook, Excel, and Word
  • Ability to be self-directed and coordinate multiple program activities effectively
  • Ability to handle challenging customer situations with poise and professionalism
  • Knowledge of the energy efficiency industry
  • Strong phone interaction and active listening skills

Thank You

Your application was submitted successfully.

  • Location
    Chicago, Illinois
  • Department
    Call Center
  • Employment Type
  • Minimum Experience