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About Ecofitt and CLEAResult
Ecofitt, a CLEAResult company, is a demand-side energy and water conservation focused manufacturer, wholesaler, supplier and administrator of products and programs. Ecofitt primarily works with utilities, provincial efficiency agencies, NGO’s, industrial, commercial and institutional organizations across North America.
At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.
Job Summary
Reporting to the Program Coordinator, the Customer Service Representative (CSR) is a key member of the Ecofitt team as they are the first point of contact for all Ecofitt customers. The CSR will place outbound calls and receive incoming calls to provide program information; determine customer eligibility to participate in our programs; and schedule appointments with our field team. The CSR will also be responsible to support the Coordinator in conducting quality assurance on customer files to ensure accuracy of all customer information on record.
Responsibilities
- Answers incoming phone calls in a professional and timely manner; transferring calls to the appropriate departments as required
- Respond to all email and voicemail messages in a professional and timely manner
- Assists customers to book appointments; providing customers with program information and performing qualifying surveys to determine customer eligibility to participate in the programs
- Works according to an established program plan; supports day to day program deliverables as determined by program plan
- Update and maintain call logs and customer database
- Works to ensure minimal organizational exposure and risk on project(s); resolving customer complaints in a timely and professional manner and escalating as required
- Keeps Customer Service Coordinator well informed of the status of all deliverables
- Owns schedule control and acts as the liaison between customers and field staff
- Ensure the accurate and timely preparation of all necessary reports and records regarding program deliverables
- Provide support in carrying out Ecofitt’s quality assurance program; tracking and documenting all quality assurance/ quality control activities to support continuous program improvement
- Meet targeted call quotas and service levels
- Problem-solving, decision-making, and multi-tasking in a fast-paced environment
- Adhere to all company policies and procedures
- All other duties as required
Required Qualifications
- Excellent attention to detail and the ability to effectively support multiple projects
- Exceptional interpersonal skills (both in-person and in written/ verbal communication) in order to effectively work cross functionally; source information, build relationships, and provide exceptional customer service
- Excellent verbal and written communication skills
- Strong analytical, problem-solving and decision-making capabilities
- Ability to cope with stress and maintain composure in difficult situations
- Strong knowledge of MS Office, Excel, PowerPoint, Adobe Connect and Google Applications with an aptitude to learn internal software and other relevant applications
Desired Qualifications:
- Minimum two (2) years customer service experience in a call center environment is an asset
- Experience conducting QA/QC audits is an asset
- Fluency in French is an asset
Working Conditions
- Remote work
Ecofitt is an equal opportunity employer. We value the diversity of our people for the strength it brings to our Company.
Job Types: Full-time, Permanent
Salary: $18.00 per hour
Benefits:
- Work from home
Flexible Language Requirement:
- French not required
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
