Bilingual Contact Center Agent

Resource Innovations is seeking a Bilingual Contact Center Agent to provide processing, surveying and customer support for multiple clients throughout the nation. If you agree that climate change is one of the biggest issues facing the world today and want to be able to do something contribute to climate change mitigation while utilizing your communication and customer service skills, then working for Resource Innovations Business Processing team is for you.

Working in the Resource Innovations Business Processing team as a Bilingual Contact Center Agent, your efforts will help to increase the efficiency, speed, and quality of application processing as well as survey data collection. Utilities across the U.S. engage Resource Innovations' Call Centers to deliver caring and knowledgeable customer support and to collect survey responses regarding customer’s experiences about single programs or entire utility program portfolios. You will log off work every day knowing that you, personally, have made an impact on the world.

Duties and Responsibilities

Inbound

• Provides basic troubleshooting and recommend solutions
• Data Entry - enters data into various database applications
• Receives data and sourcing documents, compiles, sorts, interprets, and verifies data to be entered
• Maintains an electronic and hard copy filing system of applications, rebates, and other supporting documents
• Provides customer service activities such as responding to emails and phone calls
• Provides exceptional customer service and call handling in a customer centric environment while safeguarding confidential customer information

Outbound

• Collect customer responses, enter data accurately, code calls appropriately and correctly
• Place outbound calls to existing customers in a timely and efficient manner
• Identify customers’ needs, clarify information, research issues/concerns and provide solutions and/or alternatives
• Follow communication “scripts” while maintaining standard quality and performance metrics for supported campaigns

Overall

• Communicates effectively as part of a team approach with other departments in servicing customers
• Engage in team building activities to help team members understand, embrace, and achieve key performance indicators (lead by example)
• Willing to support any program within the department as assigned
• Using Excel to prepare reports and manage data
• Other duties as assigned.

Requirements

Work Experience & Education

• Minimum of a high school diploma or equivalency
• Minimum 6+ months of related work experience in a call center environment
• Experience in data entry processing and customer centric call center environment preferred
• Experience working in energy efficiency or utility fields a plus

Skills & Knowledge

• Conversational knowledge of English as well as Spanish, Mandarin or Cantonese is a plus
• Proficiency in 10-key data entry from computer keyboard
• Experience with various Microsoft programs, including Word, Excel, Access
• Excellent written and verbal communication skills
• Must be able to follow written and verbal directions as they are given

Work Environment

• Ability to be stationed at a desk to complete 8-hour shifts daily
• A positive, proactive, and customer-friendly outlook
• Strong attention to detail
• Ability to be highly organized and prioritize multiple tasks

Benefits

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.

About Resource Innovations

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice.