Customer Care Specialist
Mirabito Energy Products Energy Division Mirabito Energy Products Energy Division Binghamton, NY Binghamton, NY Full-time Full-time From $15 an hour From $15 an hour JOB DESCRIPTION Position:
Customer Care Specialist Reports to:
Customer Care Center Manager Status:
Full time, hourly non-exempt Hourly Rate:
From $15, plus bonus potential ESSENTIAL FUNCTIONS ? include and are not limited to:
Provide world-class customer satisfaction handling all inquiries, complaints, and questions timely and efficiently via phone, email, and live chat.
Consistently communicate with customers in a positive, enthusiastic manner to build rapport, loyalty and exceed expectations.
Extraordinary sales talent capable of consistently achieving productivity standards and sales goals Consistently practice and participate in suggestive selling, information gathering and have the ability to identify sales opportunities and overcome objections.
Persuasively recommend products and services to include but not limited to; price protection programs, service agreements, customer loyalty programs, and automatic delivery.
Consistently conduct and implement Mirabito Sales and Marketing strategy, techniques, and tactics.
Proactively manage territory and navigate any issues/problems that arise.
Must productively multitask and efficiently navigate industry specific software.
Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
Must be able to remain in a stationary position 90% of the time.
Adhere to company policies and procedures 100% of the time.
RESPONSIBILITIES ? include and are not limited to:
Responsible for actively ensuring the retention of the organization?s customer base.
Interface with internal partners in billing, field services, and operations to resolve problems, troubleshoot and facilitate solutions while establishing and maintaining positive business and customer relationships.
Deliver prepared sales scripts and/or proven method, in a confident tone, to persuade potential customers to purchase a product or service.
Routinely make outbound calls for the purpose of quality control, prospective sales canvasing and collections.
Demonstrate proficiency with regards to home heat products and pricing structures for fuel oil, propane, kerosene, gasoline, and diesel fuels.
Process home heat orders for deliveries and independently schedule service calls and scheduled maintenance.
Prepares, generates, and distributes daily reports and order acknowledgments to appropriate personnel.
Responsible for notifying administration of any required updates of customer records on the organization?s internal database.
Answers customer inquiries/communications as required.
Attend and participate regularly in staff meetings.
Provides activity/statistical summary reports to the Customer Care Manager as requested.
Demonstrate initiative by following up with customers in regards to products and services and reaching out to potential customers.
Be able to learn and become knowledgeable with budget reconciliation and Energy Assistance Programs.
Reports to work with minimal absenteeism or tardiness.
Attend job-related training and informational seminars as requested.
Performs other job-related activities and special projects as assigned.
QUALIFICATIONS AND SKILLS ? include and are not limited to:
Able to work in a busy Call Center environment.
Highly motivated, energetic, results-oriented and incentive-driven.
Be able to juggle many projects simultaneously, work well under pressure, and have excellent oral and written communication skills.
High attention to detail and excellent listening, time management, and organizational skills.
Willingness to work flexible hours based on seasonal volume to include evenings and weekends.
Proficient in Microsoft Office Suite.
2 years progressive customer service, direct marketing, retail sales, or inbound/outbound call center experience preferred.
Possess a high school/vocational school diploma or G.
E.
D.
and related certification.
MIRHC1.
Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Care Specialist Reports to:
Customer Care Center Manager Status:
Full time, hourly non-exempt Hourly Rate:
From $15, plus bonus potential ESSENTIAL FUNCTIONS ? include and are not limited to:
Provide world-class customer satisfaction handling all inquiries, complaints, and questions timely and efficiently via phone, email, and live chat.
Consistently communicate with customers in a positive, enthusiastic manner to build rapport, loyalty and exceed expectations.
Extraordinary sales talent capable of consistently achieving productivity standards and sales goals Consistently practice and participate in suggestive selling, information gathering and have the ability to identify sales opportunities and overcome objections.
Persuasively recommend products and services to include but not limited to; price protection programs, service agreements, customer loyalty programs, and automatic delivery.
Consistently conduct and implement Mirabito Sales and Marketing strategy, techniques, and tactics.
Proactively manage territory and navigate any issues/problems that arise.
Must productively multitask and efficiently navigate industry specific software.
Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
Must be able to remain in a stationary position 90% of the time.
Adhere to company policies and procedures 100% of the time.
RESPONSIBILITIES ? include and are not limited to:
Responsible for actively ensuring the retention of the organization?s customer base.
Interface with internal partners in billing, field services, and operations to resolve problems, troubleshoot and facilitate solutions while establishing and maintaining positive business and customer relationships.
Deliver prepared sales scripts and/or proven method, in a confident tone, to persuade potential customers to purchase a product or service.
Routinely make outbound calls for the purpose of quality control, prospective sales canvasing and collections.
Demonstrate proficiency with regards to home heat products and pricing structures for fuel oil, propane, kerosene, gasoline, and diesel fuels.
Process home heat orders for deliveries and independently schedule service calls and scheduled maintenance.
Prepares, generates, and distributes daily reports and order acknowledgments to appropriate personnel.
Responsible for notifying administration of any required updates of customer records on the organization?s internal database.
Answers customer inquiries/communications as required.
Attend and participate regularly in staff meetings.
Provides activity/statistical summary reports to the Customer Care Manager as requested.
Demonstrate initiative by following up with customers in regards to products and services and reaching out to potential customers.
Be able to learn and become knowledgeable with budget reconciliation and Energy Assistance Programs.
Reports to work with minimal absenteeism or tardiness.
Attend job-related training and informational seminars as requested.
Performs other job-related activities and special projects as assigned.
QUALIFICATIONS AND SKILLS ? include and are not limited to:
Able to work in a busy Call Center environment.
Highly motivated, energetic, results-oriented and incentive-driven.
Be able to juggle many projects simultaneously, work well under pressure, and have excellent oral and written communication skills.
High attention to detail and excellent listening, time management, and organizational skills.
Willingness to work flexible hours based on seasonal volume to include evenings and weekends.
Proficient in Microsoft Office Suite.
2 years progressive customer service, direct marketing, retail sales, or inbound/outbound call center experience preferred.
Possess a high school/vocational school diploma or G.
E.
D.
and related certification.
MIRHC1.
Estimated Salary: $20 to $28 per hour based on qualifications.
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