Bilingual Customer Service Representative

Overview

Overview:

MPower Energy, a leader in energy supply services, currently has an exciting opening for a Customer Service Specialist at our main location in Brooklyn. This position is responsible for developing and maintaining excellent relations with new and existing customers through proactive and reactive communication. Customer Service Specialists are front-line employees who embody MPower Energy's core values while providing customers with superb service. These employees assist customers when they call in with service and product questions or requests. They maintain confidentiality while navigating customers through sensitive situations. Through excellent interpersonal and service skills, Customer Service Specialists maintain MPower Energy's relationships with our customers, building MPower Energy advocates in our communities.

Responsibilities

The Customer Service Specialist is responsible for:

Handle inbound calls from customers inquiring about services, products, and changes to their accounts

Provide information to customers regarding renewal options and products

Understand customers' needs and educate them on offerings that would most benefit them

Determine opportunities to turn dissatisfied customers into happy customers

Ensure that the company retains customers by satisfactorily addressing customers' concerns

Suggest modifications to existing practices that increase customer retention

Monitor and meet departmental KPIs, contributing to overall team success

Communicates and interprets customers’ needs by delivering professional, courteous, and quality service before, during, and after customer interaction through multiple channels dependent on account-specific operations such as: Phone, Email, Text

Required Schedule:

Monday - Thursday, in office 9:00am - 5:00pm

Saturday, remote 9:00am - 5:00pm

Qualifications

You are qualified to be the Customer Service Specialist if are:

Bilingual in Spanish

Excellent interpersonal and English/Spanish communication skills: Verbal and Written

1-2 years of customer service experience (call center preferred)

Mastery of communication skills to promote an excellent customer experience/interaction

Excellent interpersonal skills, ability to build rapport

Utilizing empathy and soft skills to de-escalate highly emotional situations in order to ensure a quality customer interaction

Effective conflict resolution skills

Thorough knowledge of all functionalities of Excel, Word, & Outlook, including task list

Able to maintain confidentiality, credibility, and professionalism

Benefits:

• $20 Hourly Rate
• Comprehensive health and dental insurance
• Paid Time Off (PTO)
• 401k Plan
• Career development opportunities

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