Customer Specialist

Ambit Energy provides electricity and natural gas services in deregulated markets across the United States, primarily marketed through a direct sales channel of more than 400,000 Independent Consultants.

* Manages incoming calls from customers, initiates proactive calls to customers relating to service issues, payment requirements, account information, etc. * Promotes good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times even when assisting difficult, sensitive or emotional customers * Has a developed rapport with the customer/consultant base, greets by/use name, has knowledge of account ownership, responsive and timely with correspondence and problem resolution, and displays a caring attitude * Acts with confidence by answering or finding the answers to customer questions and finding solutions to customer issues * Processes customer payments and offers other options of service * Maintains quality scores and call center metrics while working in a fast paced, team environment * Must be receptive to monthly feedback with the ability to make necessary corrections to meet or exceed call center requirements * Must be able to maintain acceptable attendance and punctuality * Must be available to work Monday – Friday 7:50 AM – 6 PM, and Saturday 9:50AM – 5 PM. Hours will be determined by schedule selection and based on performance factors as determined by management * Assists new customers with set up of Ambit service * Assists existing customers renew their service agreement * Ensures that each Ambit customer has an informative and positive experience by using good customer service skills and product knowledge * Promotes good customer relations and customer satisfaction with a friendly, professional and high energy demeanor * Works on outbound call campaigns as required * Full time physical attendance is an essential function of the job * Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance

* Clear and articulate communication skills, both written and oral * Excellent telephone manner with a clear, concise, and pleasant voice with an understanding and helpful tone * Responsive and adaptive to change and able to maintain a positive attitude in a high stress environment * Good organizational skills with the ability to multitask such as listening to the customer as you are documenting the call information * Ability/flexibility to assist in other areas of the department when needed * Excellent spelling and grammar skills with a strong attention to detail * Strong Windows, Internet, data entry, and typing skills in order to navigate through customer service tools in a timely manner while servicing customers * Willingness to work overtime as needed * Must be able to work in very fast paced environment and be able to handle stressful situations * Experience in a high call volume call center, handling 60+ inbound calls per day preferred * Experience handling difficult customer service calls, with proven experience with excellent call control * Escalations experience a plus * Bilingual preferred, not required * Excel and Outlook experience