Bilingual Customer Service Representative (Temporary)

Company: Perch Energy
Location: Boston
Posted on: March 20, 2023

Job Description:

Job Description:

Job Description Description: Perch Energy is a whole new kind of energy company focused on providing and promoting access to green and affordable energy, and we're focusing on expanding our community solar offerings throughout the country. As an aspiring B Corp, we believe business can and should be a force for good; we're on a mission to make clean energy options more accessible, more affordable, and more equitable for all. Perch Energy has an immediate opening for a full time Customer Service Representative (Temporary, Spanish speaking) reporting to the Senior Manager of Operations. This is a fully remote role. In this role, you will be responsible for engaging with customers on behalf of Perch Energy and adhering to outlined policies, scripts, and procedures during each interaction. The duties for this role will include but not limited to answering phone calls, text messages or emails from customer who inquire about our products, services, their billing and/or general inquiry contact. Additionally, excellent communication and data entry skills are essential for candidates to be successful. The ideal candidate has prior customer service experience and is familiar with Salesforce.Requirements:Manage incoming calls as a priority for duration of shiftWork shift as scheduled: Monday through Friday, 8:45am EST to 5:0ppm EST, approximately 40 hours per weekFluent in Spanish and English, fluency in additional languages a plus Maintain a positive, empathetic, and professional attitude toward customers at all timesCommunicate with customers primarily through phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a timely manner Provide introductory information to new customers Provide accurate, valid, and complete information by using the right methods and toolsHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionResolve inbound customer calls regarding customer accountsTroubleshoot and provide customer support on Tier 1 issues Escalate issues to Tier 2 that are outside of scope of support Perform other work-related task as assigned Skills and QualificationsHigh School Diploma; Associate's Degree or higher preferred1-2 years customer support/call center experience Strong customer support, call handling skills, and active listening skillsExceptional customer service and communication skills Detail-oriented, organized and can work in a fast-paced environment Ability to multi-task, prioritize and manage time effectivelyProficient in Microsoft Office, specifically Word, Excel and OutlookPrior experience with Salesforce is a plusKnowledge of Renewable Energy or Community Solar a plusPatient, communicative, team player with outstanding interpersonal skills-to assist customer with understanding complex billing, product, and service via phone/chat/email interactionExcellent written and oral communication skillsStrong alignment with and passion for the Perch values and mission What does it mean to be a Percher? It means you want to make a difference. It means you care about the Earth and those that live on it - you want to help us build the products that will make a brighter future for everyone. It means you are ready to take risks, stay agile, and be part of an inspiring team. Perch is proud to be an Equal Employment Opportunity (EEO) employer. We are committed to creating a diverse and inclusive workplace and will do so by actively seeking to hire and promote diverse individuals throughout the company. Providing equal employment opportunities to all employees and applicants for employment is critical to our identity and we do not discriminate on the basis of race, color, religion, religious creed, national origin, ancestry, sex, age, handicap (disability), sexual orientation, gender identity/ or expression, genetics, veteran status, marital status, pregnancy or pregnancy-related condition, military status or obligation, or other protected status, in accordance with applicable federal, state and local laws. PI208395982

Keywords: Perch Energy, Boston , Bilingual Customer Service Representative (Temporary), Hospitality & Tourism , Boston, Massachusetts