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Mirabito Energy Products Customer Care Specialist in Binghamton, New York

Attention: Interested applicants in Binghamton / Sidney area

JOB DESCRIPTION

Position: Customer Care Specialist

Reports to: Customer Care Center Manager

Status: Full time, hourly non-exempt

ESSENTIAL FUNCTIONS ' include and are not limited to:

  • Provide world-class customer satisfaction handling all inquiries, complaints, and questions timely and efficiently via phone, email, and live chat.

  • Consistently communicate with customers in a positive, enthusiastic manner to build rapport, loyalty and exceed expectations.

  • Extraordinary sales talent capable of consistently achieving productivity standards and sales goals

  • Consistently practice and participate in suggestive selling, information gathering and have the ability to identify sales opportunities and overcome objections.

  • Persuasively recommend products and services to include but not limited to; price protection programs, service agreements, customer loyalty programs, and automatic delivery.

  • Consistently conduct and implement Mirabito Sales and Marketing strategy, techniques, and tactics.

  • Proactively manage territory and navigate any issues/problems that arise.

  • Must productively multitask and efficiently navigate industry specific software.

  • Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.

  • Must be able to remain in a stationary position 90% of the time.

  • Adhere to company policies and procedures 100% of the time.

RESPONSIBILITIES ' include and are not limited to:

  • Responsible for actively ensuring the retention of the organization's customer base.

  • Interface with internal partners in billing, field services, and operations to resolve problems, troubleshoot and facilitate solutions while establishing and maintaining positive business and customer relationships.

  • Deliver prepared sales scripts and/or proven method, in a confident tone, to persuade potential customers to purchase a product or service.

  • Routinely make outbound calls for the purpose of quality control, prospective sales canvasing and collections.

  • Demonstrate proficiency with regards to home heat products and pricing structures for fuel oil, propane, kerosene, gasoline, and diesel fuels.

  • Process home heat orders for deliveries and independently schedule service calls and scheduled maintenance.

  • Prepares, generates, and distributes daily reports and order acknowledgments to appropriate personnel.

  • Responsible for notifying administration of any required updates of customer records on the organization's internal database.

  • Answers customer inquiries/communications as required.

  • Attend and participate regularly in staff meetings.

  • Provides activity/statistical summary reports to the Customer Care Manager as requested.

  • Demonstrate initiative by following up with customers in regards to products and services and reaching out to potential customers.

  • Be able to learn and become knowledgeable with budget reconciliation and Energy Assistance Programs.

  • Reports to work with minimal absenteeism or tardiness.

  • Attend job-related training and informational seminars as requested.

  • Performs other job-related activities and special projects as assigned.

QUALIFICATIONS AND SKILLS ' include and are not limited to:

  • Able to work in a busy Call Center environment.

  • Highly motivated, energetic, results-oriented and incentive-driven.

  • Be able to juggle many projects simultaneously, work well under pressure, and have excellent oral and written communication skills.

  • High attention to detail and excellent listening, time management, and organizational skills.

  • Willingness to work flexible hours based on seasonal volume to include evenings and weekends.

  • Proficient in Microsoft Office Suite.

  • 2 years progressive customer service, direct marketing, retail sales, or inbound/outbound call center experience preferred.

  • Possess a high school/vocational school diploma or G.E.D. and related certification.

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