Customer Experience Specialist

Summary

Join CleanChoice Energy, a national renewable energy company, as a Customer Experience Specialist. This remote position requires strong communication and problem-solving skills to provide exceptional customer support via phone, email, and chat. You will resolve customer issues, educate customers on products and services, and contribute to customer retention. The ideal candidate possesses at least two years of experience in customer retention and is passionate about sustainability. CleanChoice offers competitive benefits including company-paid medical, dental, vision, disability insurance, generous PTO, and a 401k.

Requirements

• A minimum of a High School Diploma or bachelor's degree is preferred
• Retention expertise – You have at least 2 years of experience in customer retention, loyalty, or similar roles within a call center
• Strong communication & persuasion skills – You can handle objections and turn a "no" into a "yes!"
• Ability to think on your feet and provide tailored solutions to each customer’s needs
• Experience with customer relationship management (CRM) software and call center technology
• Previous customer service experience required
• Must have excellent communication skills, both written and verbal
• Strong problem-solving and critical-thinking abilities
• Must be empathetic and patient when dealing with customer inquiries or complaints
• Adept at overcoming objections
• Must have solid attention to detail and organizational skills

Responsibilities

• Provide prompt and courteous customer assistance via phone, email, chat interactions to achieve first-call resolution (FCR)
• Investigate and resolve customer inquiries, concerns, and issues efficiently, ensuring a favorable resolution
• Develop a deep understanding of our products/services to effectively address customer inquiries and provide relevant information
• Maintain thorough and accurate customer interactions and transaction records using our CRM system
• Educate customers on product benefits, and best practices
• Ensure that all customer interactions meet or exceed company standards for professionalism and quality
• Serve as a front-line advocate for CleanChoice customers, ensuring a seamless and positive experience
• Handle retention-focused customer interactions, addressing concerns, overcoming objections, and finding solutions to retain subscribers
• Engage customers through outbound and inbound calls, email, and chat to build loyalty and satisfaction
• Use data-driven insights to proactively reduce churn and improve customer engagement
• Educate customers on CleanChoice’s products, services, and value propositions
• Collaborate with internal teams to escalate and resolve complex customer issues
• Maintain accurate customer records and notes within CRM systems

Preferred Qualifications

• Passion for sustainability and CleanChoice’s mission is a plus!
• Proficiency in using Salesforce and other customer support tools preferred
• Bilingual- English and Spanish speaking a plus but not required

Benefits

• Free (Company Paid) Medical Insurance
• Generous PTO
• Dental Insurance
• Disability insurance
• Vision insurance
• 401(k)
• 100% remote position