Member Care Specialist

Description

At Energy Ogre, we're dedicated to delivering an exceptional service experience to our valued members. Our Member Care team plays a pivotal role in ensuring members receive the level of service that aligns with Energy Ogre's commitment to excellence. As a Member Care Specialist, you will have the opportunity to educate, advocate, and prioritize our members' needs while upholding our service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Quality Customer Service:

• Deliver unparalleled customer service that mirrors the high standards set by Energy Ogre.
• Effectively communicate the value of our service to potential customers.
• Address inquiries and concerns of existing members with professionalism and expertise.
• Collaborate across departments to ensure swift resolution of member issues, aiming for one-call resolutions.

Multichannel Communication:

• Engage with members through phone, chat, and email channels, providing consistent and exceptional service.
• Craft accurate and professional responses to inbound email inquiries, delivering effective solutions.

Daily Operations:

• Take incoming calls from members and address their inquiries and concerns.
• Ensuring that you are proactively available to promptly attend to member inquiries and meet departmental SLAs.
• Demonstrate efficiency by wrapping up account details within 60 seconds after each call.
• Prioritize and resolve accounts with pending issues, demonstrating ownership and accountability.
• Ensure timely clearance of email correspondence from members' queue by the end of the day.
• Efficiently manage task-related projects and assignments, meeting management-defined SLAs.

Team Efforts:

• Collaborate with fellow team members to collectively address account-related issues, ensuring resolutions.
• Adhere to departmental procedures to uphold the quality of service and avoid unattended calls.
• Contribute feedback to enhance daily departmental tasks, showcasing your commitment to continuous improvement.

Qualifications:

• Previous experience in customer service or a related field, demonstrating a passion for excellence.
• Exceptional written and verbal communication skills.
• Ability to handle multiple channels (phone, chat, email) effectively.
• Strong organizational skills with keen attention to detail.
• Problem-solving mindset with a commitment to achieving one-call resolutions.
• Proven ability to collaborate in a team-oriented environment.
• Proficiency in adhering to SLAs and managing time efficiently.
• Enthusiasm for learning and adapting to evolving processes.

Apply