Customer Service Representative

Franklin Energy
Charlotte , NC

This position is responsible for providing a high level of customer satisfaction by
promoting participation in energy efficiency programs. This position is also
responsible for addressing and resolving customer inquiries, problems, and complaints
in accordance with company policies and procedures.

Essential Duties and Responsibilities:

The following list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Answer incoming customer telephone calls and log all calls.
Promote participation in energy efficiency programs that the customer may qualify for.
Address and resolve customer inquiries, regarding products, services, billing, etc.
Establish and maintain positive working relationships with customers by ensuring a high level of customer service.
Address and resolve customer complaints and make recommendations.
Make outgoing calls to customers for scheduling appointments, taking surveys, and promoting a program offering to a qualifying customer.
Follow-up on customer calls not immediately resolved.
Create and maintain customer files.
Provide accurate and timely information regarding the status of customers’ application and rebate checks.
Enter all required information into computerized systems to create and maintain the customer database.
Provide inside support to Program Manager, Energy Engineers and Energy Advisors as needed.
Prepare documents, letters, correspondence, etc. as needed.

Position Requirements:

Education - High School Degree or equivalent


Work Experience - 3 or more years in a customer service environment.  Minimum 2 years in a call center environment


Required Skills, Knowledge, and Abilities -

Strong customer service and communication skills.


Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload.

Ability to identify and resolve project application issues with customers and trade allies.

Proficient in Microsoft Office, specifically Word, Excel and Outlook.

Strong data entry skills in entering information in tracking systems/databases.

Ability to communicate effectively, both verbally and in writing with customers, clients and employees.

Ability to analyze and interpret data and solve practical problems.

Must be able to handle a wide work variety and work in a fast paced environment.