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