Customer Experience Specialist

At CleanChoice Energy we see a world free of catastrophic climate change with pure, clean air and abundant renewable energy. Traditional home power sources cause about a third of the carbon pollution in the air, so we have plans to transform the U.S. electricity market by switching homes and businesses to 100% clean, renewable energy. Enrolling in our 100% clean electricity plans takes less than a minute and service is provided through a customer's utility with no interruptions, construction projects or new equipment to install. We supply only 100% clean, pollution-free energy from renewable sources like wind and solar and have no ties to fossil fuel or nuclear energy production. We're working to make the world a better place by helping everyone live healthier lives with cleaner air.

CleanChoice Energy, a national renewable energy company that empowers people and businesses to cut emissions and live cleaner, healthier lives, is seeking a Customer Experience Specialist. This is a unique opportunity to join a rapidly growing company with a mission to transform the U.S. electricity market by switching homes and businesses to 100% clean, pollution-free energy.

We are searching for an extroverted candidate who is proactive and passionate about the customers they serve. You are optimistic and professional, focusing on solving problems and doing whatever it takes to make a difference in every customer interaction. You can establish rapport with people from all walks of life, listen attentively, and hone in on the most critical issues to help you create a positive customer experience. You match your customer's pace and explain things easily in ways everyone can understand. You are tech-savvy and know how to use that knowledge to find solutions to common and complex problems.

You are self-motivated, disciplined, resourceful, a problem solver, a salesperson, a troubleshooter, a billing expert, and more. You enjoy being the voice of the company for all things customer service and sales, leading to mutually beneficial relationships with our clients while striving to find opportunities to generate revenue for the company and increase retention.

Key Responsibilities

• Customer Support: Provide prompt and courteous customer assistance via phone, email, chat interactions to achieve first-call resolution (FCR)
• Issue Resolution: Investigate and resolve customer inquiries, concerns, and issues efficiently, ensuring a favorable resolution.
• Product/Service Knowledge: Develop a deep understanding of our products/services to effectively address customer inquiries and provide relevant information.
• Documentation: Maintain thorough and accurate customer interactions and transaction records using our CRM system.
• Customer Education: Educate customers on product benefits and best practices.
• Quality Assurance: Ensure that all customer interactions meet or exceed company standards for professionalism and quality.
• Serve as a front-line advocate for CleanChoice customers, ensuring a seamless and positive experience.
• Handle retention-focused customer interactions, addressing concerns, overcoming objections, and finding solutions to retain subscribers.
• Engage customers through outbound and inbound calls, email, and chat to build loyalty and satisfaction.
• Use data-driven insights to proactively reduce churn and improve customer engagement.
• Educate customers on CleanChoice's products, services, and value propositions.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Maintain accurate customer records and notes within CRM systems.

Qualifications

• A minimum of a High School Diploma or bachelor's degree is preferred.
• Retention expertise - You have at least 2 years of experience in customer retention, loyalty, or similar roles within a call center.
• Strong communication & persuasion skills - You can handle objections and turn a "no" into a "yes!"
• Ability to think on your feet and provide tailored solutions to each customer's needs.
• Experience with customer relationship management (CRM) software and call center technology.
• Passion for sustainability and CleanChoice's mission is a plus!
• Previous customer service experience required.
• Must have excellent communication skills, both written and verbal.
• Strong problem-solving and critical-thinking abilities.
• Must be empathetic and patient when dealing with customer inquiries or complaints.
• Adept at overcoming objections
• Proficiency in using Salesforce and other customer support tools preferred.
• Must have solid attention to detail and organizational skills.
• Bilingual- English and Spanish speaking is preferred.

Attributes

• Customer-centric mindset.
• Empathetic and patient.
• Positive attitude.
• Team player with strong collaboration skills.
• Adaptability to changing customer needs.

Travel and Work Environment

• 100% remote position

Benefits

• Generous PTO
• Dental Insurance
• Disability insurance
• Vision insurance
• 401 (K)

Compensation

• $20- 25/HR

CleanChoice Energy is an Equal Opportunity Employer. Our staff's diverse, multidisciplinary background drives our success, and we are committed to ensuring that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law. To apply, please submit a resume and cover letter via www.cleanchoicenergy.com/careers.