Member Care Specialist
Greenway Plaza, Houston, TX
Published 33 days ago - Jan 25, 2024
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.
- 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.
- 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.
- 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.
- 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.