Remote Customer Care Rep

Remote Customer Care Rep

A highly reputable Energy & Utility organization is seeking a remote Customer Care Rep to join their team. The role consists of various responsibilities including but not limited to a high volume of outbound calls related to scheduling, answering questions regarding service, reminder calls for appointments, applications, and much more!

Responsibilities:

• Conduct outbound calls and manage inbound calls according to daily dialing goals set by leadership.
• Use service knowledge to showcase the solutions that CMC Energy can offer, analyze individual customer needs, and respond to customer inquiries efficiently
• Confirm appointments and conduct reminder calls three days and one day before scheduled appointments.
• Qualify program applicants, complete questionnaires and mail program applications as needed by location.
• Obtain relevant customer information and accurately enter tracking data into client and CMC database systems.
• Resolve general customer service issues. Escalate as appropriate.
• Meet individual performance metrics consistently, including adherence, number of scheduled appointments, number of completed appointments, QA scores, and appointment cancellation rate.
• Focus on achieving individual goals such as total talk time and calls dialed, while also contributing to team and program goals.
• Follow scripts accurately and explain product details, program eligibility criteria, and gather necessary customer information.
• Attend mandatory weekly or bi-weekly team meetings, quality assurance sessions, and one-on-one coaching sessions with leadership and QA analysts.
• Provide administrative support as needed.
• Perform other duties as assigned.

Essential

Skills:

• At least 2 years of experience in an call center/high volume customer service role.
• Experience working successfully in a fast-paced environment.
• Experience supporting utility-related programs or customer service operations is beneficial.
• Comfort working with scheduling systems or appointment management tools.
• Ability to work both independently and collaboratively
• Interest in contributing to energy efficiency and clean energy initiatives.
• Professional phone etiquette and customer service mindset.

Benefits:

• Great benefits package
• Work life balance
• Stability and clear opportunities for growth into other areas of the dealership over time.

Work Environment:

This position operates in a fully remote work environment with standard office hours from 9:00 a.m. to 5:30 p.m. The role supports program management, customer engagement, field services, call center support, and quality assurance.

Job Type &

Location:

This is a Permanent position based out of Princeton, NJ.

Pay and Benefits:

The pay range for this position is $19.00 - $21.00/hr individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type:

This is a hybrid position in Princeton,NJ.

Final date to receive applications:

This position…