[Hiring] Customer Solutions Specialist @IGS Energy

Role Description

As a Customer Solutions Specialist in the Solutions Center, you are our IGS energy brand champions! You will be building customer connections to support our residential commodity business by fostering customer loyalty and delivering excellent service during every customer interaction. We’re asking that you must have flexibility to work Monday – Friday 11:00am to 8:00pm and rotating Saturdays 9:00am to 3:00pm.

• Deliver exceptional customer experiences by proactively building rapport that is driven by both the business and personal needs of our customers.
• Must be comfortable speaking to current trends and projections of natural gas and electricity markets.
• Ability to effectively educate on all IGS residential commodity markets while using that information to support customer retention in the face of a requested cancellation.
• Conducts proactive consultative analysis to identify and act upon opportunities to support our natural gas and electricity business through up-sell and cross-sell conversations.
• Achieves all customer experience, retention and sales standards set for the department by offering customized solutions and product education to customers while following established departmental goals, policies and procedures.
• Navigate systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries.
• Assist customers with setting up new service, processing payments and arranging payment plans while handling sensitive customer information.
• Provide follow up as needed on customer inquiries to ensure resolution satisfies our customers and meets all internal expectations.
• Complete additional duties and responsibilities as assigned.

Qualifications

• Possess strong interpersonal, verbal, and written communication skills and be results oriented.
• Excellent customer experience and conversational skills.
• Possess ability to identify and overcome customer objections.
• Ability to multitask effectively and adhere to a weekly set schedule.
• Genuine desire to grow and learn, receptive to feedback, as well as contribute positively to a team-oriented work environment.
• Basic knowledge of Windows, MS Office Suite, and Internet Explorer.

Requirements

• High school diploma or equivalent.
• 2 years’ experience in a customer facing environment preferred.

Benefits

• Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
• Robust support through Headspace and free mental healthcare visits for you and your dependents.
• Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
• Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
• Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.