Customer Service Representative

Franklin Energy
Chicago, IL
United States

Position Summary

We provide our utility clients with a wide range of energy-saving and renewable energy solutions. From individual utility customers and construction contractors, to utilities, municipalities, and government bodies, our clients have come to depend on our customized energy efficiency programs to help them to meet their energy saving goals.

The Customer Service Representative is primarily responsible for providing a high level of customer satisfaction by promoting participation in energy efficiency programs. This position is also responsible for addressing and resolving customer inquiries, problems, and complaints in accordance with company policies and procedures. You will also be working with others who are passionate about energy efficiency and making a positive impact on the industry.

Essential Duties and Responsibilities

Answer incoming customer telephone calls and log all calls
Work across multiple programs and phone lines and ability to transfer calls
Promote participation in energy efficiency programs that the customer may qualify for
Address and resolve customer inquiries, regarding products, services, billing, etc
Establish and maintain positive working relationships with customers by ensuring a high level of customer service
Address and resolve customer complaints and make recommendations
Make outgoing calls to customers for scheduling appointments, taking surveys, and promoting a program offering to a qualifying customer
Follow-up on customer calls not immediately resolved
Provide accurate and timely information regarding the status of customers’ application and rebate checks
Enter all required information into computerized systems to create and maintain the customer database.
Provide inside support to Program Manager, Energy Engineers and Energy Advisors as needed
Communicate with customers via alternative media

Position Requirements

Education and Experience

High School diploma or equivalent
Associates Degree - Preferred
1-2 years of previous customer service experience

Required Skills, Knowledge and Abilities

Strong customer service and communication skills
Must be able to handle a wide work variety and work in a fast paced environment
Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload
Ability to identify and resolve project application issues with customers and trade allies
Knowledge of program parameters and levels of service
Proficient in Microsoft Office, specifically Word, Excel and Outlook
Strong data entry skills in entering information in tracking systems/databases
Ability to communicate effectively, both verbally and in writing with customers, clients and employees
Ability to analyze and interpret data and solve practical problems
Knowledge of mathematical concepts such as fractions, percentages and ratios
Proficient in English and Spanish - Preferred
Ability to work flexible hours. Must be available evenings and weekend hours as needed.
Reliable transportation

Licenses & Certifications

Valid driver’s license

Travel Requirements

Willingness to travel up 10% of the time

Franklin Energy is an Equal Opportunity Employer.

EEOC Statement

Franklin Energy is an Equal Opportunity Employer.