Harvey Nash Hiring for Customer Service Representative at Baldwin Park, CA Full Time

This is a temporary position for a Call Center Customer Service Energy Advisor . The ideal Energy Advisor is a self-starter, customer-focused, energetic, compassionate, dependable, solutions-oriented, and committed to providing excellent customer service in a fast-paced and continually changing environment. As an Energy Advisor , you will serve as first line of contact negotiating the best solutions, solving problems, and providing excellent customer service in a fast-paced and constantly changing environment while balancing the needs of our diverse customers. Individuals will provide customer support in resolving payment and collections issues, resolve customer inquiries and initiate the appropriate service requests. to answer questions and resolve issues.

Typical Responsibilities:

• Engage authentically with Clients customers who look for expertise, solutions, and advice on their electric utility services
• Actively listen to customer needs and adjust style and level of detail for the audience
• Manage and resolve customer concerns and complaints with empathy using multiple systems to provide appropriate energy solutions
• Exceed customer expectations by providing first call resolution with empathy and service knowledge
• Educate customers on products and services that are relevant to their needs
• Successfully contribute to the high-performance team by meeting or exceeding performance-based goals
• Maintaining a safety conscious work environment by following Edison safety protocols and safe work practices.
• Performing other responsibilities and duties as assigned.

Qualifications

• Minimum of two (2) years of customer service experience, including technical sales/support, phone or in-person sales/support.
• A combination of education, training, and experience to gain knowledge and skills generally equivalent to those typically possessed by a high school graduate.
• Experience using multiple databases/computer systems to analyze information and generate recommendations.
• Ability to listen and effectively problem solve customers’ needs.
• Ability to maintain composure when resolving complex customer issues.
• Experience handling a high volume of customer inquiries on a daily basis.
• Experience handling confidential customer information.
• Experience managing multiple tasks and prioritizing shifting priorities and deadlines.
• Experience exercising discretion and good judgment.
• Ability to interface effectively and collaborate with internal and external clients, peers, management, and other organizational units.
• Follow Edison safety protocols and safe work practices.
• Ability to effectively collaborate with team members to achieve department and company – wide goals.
• Excellent written, verbal communication skills to educate customers on highly technical information.
• Must demonstrate strong decision making, results delivery, ethics, and the ability to influence and negotiate positive outcomes.
• Proficient working with technology with the ability to troubleshoot systems.
• Ability to type 35 words per minute.
• Flexibility to work 8 hours/ 5 days per week with shifts that could include days/times between Monday through Friday 7am to 7pm, as well as work any mandatory overtime hours outside of assigned work hours.