Experienced Customer Intake Associate – High Volume Call Center and Energy Assessment Scheduling

At arenaflex, we're passionate about delivering exceptional customer experiences and empowering individuals to make informed decisions about their energy needs. As a key member of our team, the Customer Intake Associate (CIA) plays a vital role in handling high-volume inbound and outbound calls, scheduling energy assessments, and providing top-notch support to prospective customers.

Job Summary:

We're seeking a highly motivated and customer-centric individual to join our team as a Customer Intake Associate. As a CIA, you'll be responsible for handling a high volume of calls, scheduling energy assessments, and collaborating with internal teams to ensure seamless customer experiences. If you're passionate about delivering exceptional customer service, have excellent communication skills, and are comfortable working in a fast-paced environment, we encourage you to apply.

Essential Functions:

As a Customer Intake Associate, you'll be responsible for the following key tasks: ### Customer Interaction

• Handle inbound calls from prospective customers, offering support and educating on the value of our program
• Initiate outbound calls to interested prospects and referrals (No cold calling)
• Resolve customer issues and concerns with empathy & utilizing effective problem-solving skills when necessary
• Set proper customer expectations in an attempt to achieve first call resolution
• Forward all required follow-up and inquiries to other teams as necessary
• Provide accurate and relevant information by utilizing the correct policies and resources

### Scheduling and Coordination

• Assist prospective customers in scheduling/rescheduling energy assessments based on their preferences and availability
• Collaborate with internal teams to ensure efficient scheduling and timely follow-up with customers

### Performance & Metrics

• Ability to adhere to standard call center department KPI’s & metrics
• Ability to achieve and/or exceed agreed-upon monthly sales targets
• Perform additional tasks as required

Education & Experience:

To be successful in this role, you'll need:

• A high school diploma or equivalent
• Proficient with Microsoft Office Suite or related software with the ability to learn new software
• Familiarity with CRM systems & telephony software (Salesforce, Five9), as well as SharePoint, Microsoft Dynamics, etc.
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances in a professional manner
• Previous experience (2+ years) in high-volume call center environment or related field
• Deadline and detail-oriented
• Knowledge of, or ability to learn, product, service, or area of customer service specialization
• Requires proficiency in reading, writing, and communicating in English
• Spanish speakers a plus, but not required

Supervisory Responsibilities:

This is an individual contributor position with no supervisory responsibilities.

Work Environment:

As a remote position, you'll work from the comfort of your own home, requiring a quiet, dedicated workspace, free of distraction during work hours to perform job duties. You'll also need dedicated internet with minimum speeds of 100MB.

Physical Demands:

This role requires sitting at a desk for long periods of time, performing tasks on a computer, and the ability to move within the office to attend meetings, access equipment, or interact with colleagues.

Equal Opportunity Employer:

At arenaflex, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.

What We Offer:

As a valued member of our team, you'll enjoy:

• Competitive hourly rate and overtime opportunities
• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment

How to Apply:

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this position. We can't wait to hear from you! Apply to this job Apply for this job