Call Center Representative
Company: Clean Energy Fuels
Location: Newport Beach
Posted on: August 5, 2022
|
|
Job Description:
Summary Receive calls to resolve customer concerns of moderate
to high complexity, in a timely and professional manner. Act as
liaison between Clean Energy and the customer to achieve the
highest level of customer satisfaction. Impact revenues through
efforts to retain and up sell existing customers. Essential Duties
and Responsibilities include the following. Other duties may be
assigned. The position, at the sole discretion of management, may
work onsite or remote during regular business hours, after hours,
weekends and some holidays within a 24/365 Call Center. Answer
inbound customer service calls with a warm and courteous greeting.
Resolve customer service concerns using good listening skills,
probing questions to determine root cause of the concern, and
paraphrasing to check for understanding. Regularly seek assistance
to handle calls requiring moderate to extensive problem solving.
Use CRM & Customer Service knowledge database to solve customer
concerns. Maintain CRM, Call Center software or Field Service
software through accurate and timely data entry. Updates may
include customer contact information, service related updates, and
financial data. Identify opportunities and preset additional
services to customers based on their needs and agronomic
conditions. Provide amicable resolution and reliable follow-up with
the customer within the communicated timeframe from moderate to
complex issues. Achieve and strive to exceed communicated quality
standards as outlined in the Quality Assessment form. Proactively
provide dependable service while being available and open to the
customers. Communicate customer impacting trends and/or ideas for
improvement to manager. May perform outbound calls to internal and
external customers to schedule application and/or service calls.
Create quotes for parts sales to potential and current customers.
Follow-up on quotes to influence buyers to conduct business with
Clean Energy. Forward potential contract customers to the marketing
team. Other duties as assigned. Supervisory Responsibilities This
position has no supervisory responsibilities. Qualifications To
perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
Education and/or Experience High School Diploma or equivalent, plus
a minimum of 2 years related experience; or equivalent combination
of education and experience. Language Skills Ability to read and
interpret documents such as safety rules, operating and maintenance
instructions, and procedure manuals. Ability to write routine
reports and correspondence. Mathematical Skills Ability to add,
subtract, multiply, and divide in all units of measure, using whole
numbers, common fractions, and decimals. Ability to compute rate,
ratio, and percent and to draw and interpret bar graphs. Reasoning
Ability Ability to apply common sense understanding to carry out
instructions furnished in written, oral, or diagram form. Ability
to deal with problems involving several concrete variables in
standardized situations. Computer Skills Proficient in Microsoft
Office applications. Certificates, Licenses, Registrations None
Required. Competencies To perform the job successfully, an
individual should demonstrate the following behaviors: Quality:
Consistently produces high quality work (accurate, neat, and
thorough). Strives to improve productivity, processes and quality.
Demonstrates strong knowledge and skills related to the job.
Presents a professional image with dress, demeanor, and manners.
Maintains clean work space, company equipment and company vehicles.
Safety is a high priority; performs job safely. Communication:
Communicates clearly, concisely, effectively, professionally and
timely. Exhibits good listening and comprehension skills. Keeps
others appropriately informed and shares ideas even when unpopular.
Listens to what others have to say. Maintains open and active
communication with colleagues. Effectively uses knowledge and
experience in asking, probing, and anticipating issues to ensure
quality is provided. Teamwork: Fosters the spirit of working with
each other. Displays respect, courtesy, politeness, tact, and
openness. Handles conflict in an appropriate and professional
manner. Builds relationships, promotes cohesiveness, models
collaboration with others. Considers impact and issues for our
customer and other departments. Engages other impacted departments
early for solutions. Persistence: Develops workable alternatives
and solutions. Exhibits persistence in following assignments
through to completion. Promotes process improvements. Reliable:
Responds in a timely manner. Is honest, ethical, value-driven and
trustworthy. Keeps commitments made, completes assignments and
meets deadlines. Accountable Takes responsibility for own actions
and performance. Meets attendance and punctuality guidelines.
Available and accessible. Entrepreneurial: Takes initiative and
appropriate action. Is engaged and committed to achieving the
company---s mission. Pursues better ways to get things done and
takes appropriate risks. Keeps up to date with competitor
information and market trends. Controls costs and thinks in terms
of profit, loss and added value. Is committed to the satisfaction
of customers. Leadership: Provides clear direction around a vision.
Creates actionable plans and is proactive & anticipatory.
Demonstrates innovative approaches and solutions. Is an example for
employees and others. Accepts responsibility for individual and
team performance. Makes appropriate and timely decisions and takes
action on decisions. Sets clear and reasonable performance
expectations. Motivates and empowers others. Delegates tasks
appropriately. Recruits staff of a high caliber. Provides feedback
to subordinates that is timely and direct. Recognizes subordinates
for their contributions and effort. Encourages continuous growth
and learning in others. Shows respect for others and their ideas.
Helps others manage through change. Passion: Is excited and creates
enthusiasm about the company---s future. Promotes a sense of
company pride. Displays sense of pride in the department and its
contributions. Displays passion for the job. Physical Demands The
physical demands described here are representative of those that
must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. While performing the duties of this Job, the employee is
regularly required to use hands to finger, handle, or feel; reach
with hands and arms and talk or hear. The employee is frequently
required to walk and sit. The employee is occasionally required to
stand. The employee must occasionally lift and/or move up to 25
pounds. Specific vision abilities required by this job include
close vision, distance vision, color vision, peripheral vision,
depth perception and ability to adjust focus. Always practice good
judgment and refer to the safety guidelines. Work Environment The
work environment characteristics described here are representative
of those an employee encounters while performing the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. Always practice good judgment and refer to the safety
guidelines. The noise level in the work environment is usually
moderate. Email resume to: Patty.Robertscleanenergyfuels.com
Keywords: Clean Energy Fuels, Newport Beach , Call Center Representative, Other , Newport Beach, California
Click
here to apply!
|