Job: Customer Service Assistant

Jobing Description

Customer Service Assistant, Wichita , KS

Full-time daily Call Center/scheduling/data entry activities to support the Energy Efficiency Works WattSaver Demand Response thermostat program. Follows procedures and participates in projects that support Demand Response installation function within Energy service territory. Processes installation appointments, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Develops and maintains positive customer relations; coordinates with various functions within the program to ensure customer requests are handled appropriately and in a timely manner. Work from this position substantially affects the relationship between; the client, Energy; and, Energy customers.
In support of the program and field operations/productivity, customer service-type activities to include but not be limited to:
Qualifying and enrolling customers by phone, scheduling installations, and fielding/ screening/ dispatching technicians by phone and Web-based information system
Answering customer call-ins; performing customer explanations; enrolling; scheduling installation/service appointments; and, performing appointment confirmation calls
Performing outbound calls based on all types of customer marketing responses (other than inbound calls) to create full, quality installer schedules, and to maintain customer backlog
Timely processing After-Hours Answering Service customer contact information, following-up and following-through on all after-hour customer concerns
Provides pre- and post-installation support to Energy s customers, and supports client/customer relations through researching, writing and managing responses to client/customer issues.
Completing data entry of Work Order documentation; and, supporting tracking of marketing data
Performing office clerical/administrative duties (data entry, filing, faxing, mailing)
Supporting invoice preparation, QC, training, customer claim intake, and report generation
Adopts safety, quality and productivity goals of program management and client; Supports tracking and reporting of safety, quality, and productivity data
Supports training of new-hires
Other duties as assigned
During off-peak season (Oct-May), supporting flex hours among Customer Service Center (CSC) staff during normal business hours, from 8 am to 6 pm, Monday through Friday. This may include Saturdays, as needed, to facilitate production requirements.

High School Diploma

Computer application proficiency (especially in Oracle databases and MSExcel) a must.
1 3 years related experience Customer Service experience preferred.
Understanding of HVAC systems, energy management.
Bilingual (English/Spanish) a plus.
Must have proven ability to work unsupervised, and be able daily to make good high-production and customer-focused decisions.
Must have proven outstanding communications, time-management, customer, and client relations skills.