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

At arenaflex, we're dedicated to providing exceptional customer experiences and delivering innovative solutions to our clients. As a key member of our team, the Experienced Customer Intake Associate will play a vital role in handling high-volume inbound and outbound calls, assisting prospective customers in scheduling energy assessments, and driving business growth.

Job Summary:

We're seeking a highly motivated and customer-focused individual to join our team as an Experienced Customer Intake Associate. In this role, you'll be responsible for handling a high volume of calls, providing exceptional customer service, and assisting prospective customers in scheduling energy assessments. If you're passionate about delivering outstanding customer experiences and have a strong background in customer service, we encourage you to apply.

Key Responsibilities:

* 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

Essential Qualifications:

* Requires 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

Preferred Qualifications:

* Previous experience in the energy or utility industry

• Knowledge of arenaflex's products and services
• Experience with sales and customer service metrics and performance tracking
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Work Environment:

* Remote position: This position is in the employee's residence and requires the employee to have a quiet, dedicated workspace, free of distraction during work hours to perform job duties

• Requires dedicated internet with minimum speeds of 100MB

Physical Demands:

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

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Intake Associate, you'll have access to:

• Ongoing training and development programs to enhance your customer service and sales skills
• Opportunities for career advancement and professional growth within the company
• A collaborative and supportive work environment that encourages open communication and feedback
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off

Compensation, Perks, and Benefits:

* Competitive hourly rate with opportunities for overtime pay

• Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off
• Paid training and development programs
• Access to cutting-edge technology and tools to support your success
• A dynamic and supportive work environment that encourages collaboration and innovation

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. If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help us drive business growth and customer satisfaction. Apply for this job