Summary   
Receive calls to resolve customer concerns of moderate to high complexity, in a timely and professional manner. Act as liaison between Clean Energy and the customer in order to achieve the highest level of customer satisfaction. Impact revenues through efforts to retain and up sell existing customers.
 
Essential Duties and Responsibilities include the following. Other duties may be assigned.
 
Answer inbound customer service calls with a warm and courteous greeting.  Resolve customer service concerns through the use of good listening skills, probing questions to determine root cause of the concern, and paraphrasing to check for understanding. 
 
Regularly seek assistance to handle calls requiring moderate to extensive problem solving.
 
Use CRM & Customer Service knowledge/database to solve customer concerns.  Maintain customer database through accurate and timely data entry.  Updates may include customer contact information, service related updates, and financial data.
 
Identify opportunities and preset additional services to existing customer based on customer needs and agronomic conditions.
 
Provide amicable resolution and reliable follow-up with the customer within the communicated timeframe from moderate to complex issues.
 
Achieve and strive to exceed communicated quality standards as outlined in the Quality Assessment form.
 
Proactively provide dependable service while being available and open to the customers.
 
Communicate customer impacting trends and/or ideas for improvement to manager.
 
May perform outbound calls to internal and external customers to schedule application and/or service calls.
 
Create quotes for Time and Materials (T&M) and/or parts sales to potential and current customers.
 
Follow-up on quotes to influence buyers to conduct business with Clean Energy.
 
Create preliminary data to support RFB submissions to potential high-volume customers.
 
Seek out potential new Time & Materials customers.
 
Forward potential contract customers to the marketing team.
 
Other duties as assigned.
 
Supervisory Responsibilities                                 
This position has no supervisory responsibilities.
 
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Education and/or Experience            
High School Diploma or equivalent, 2-5 years related experience and/or training; or equivalent combination of education and experience.
 
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence. 
 
Mathematical Skills             
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
 
Reasoning Ability                                                    
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
 
Computer Skills       
Proficient in Microsoft Office applications.
 
Certificates, Licenses, Registrations
None Required.