Customer Experience Specialist (Bilingual) - Customer Service Representative

Customer Experience Specialist The Customer Experience Specialist handles helping the development of the telemarketing team as well as interfacing with customers via inbound calls, outbound calls, or through emails depending upon situational requirements. This position provides coaching for CSR's to ensure KPIs are being met as well as providing customer service support for existing, new, and potential customer needs.Essential Functions/Core Responsibilities:Ensure service delivered to our customers meets Key Performance Indicators (KPIs)Coach and mentor agents; probe for understanding, use decision-support tools and resources to ensure departmental goals are metListen attentively to agent needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the agents to ensure departmental goals are being metMaintain basic knowledge of Solar Works Energy's products and servicesSchedule appointments for customers with Solar Works Energy ExpertsParticipate in activities designed to improve customer satisfaction and business performanceMay offer additional products and/or servicesAppropriately notating accounts as requiredMay respond to customer inquiries by sending them published materials or other relevant information via emailJob Type: Full-timeSalary: $35,000.00 - $45,000.00 per yearSchedule:Monday to FridayReliably commute or planning to relocate before starting work (Required)Candidate Profile:High school diploma or GED with six to twelve months of relevant experience preferred6 months of management or coaching experienceStrong computer navigation skills and PC KnowledgeAbility to effectively communicate, both written and verballyDependable with strong attention to detailSkilled in multi-tasking; including the ability to be flexible and adapt to changes quicklyTolerance for repetitive work in a fast-paced, high production work environmentAbility to work as a team member, as well as independentlyDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and mannerAbility to rotate shifts, as neededBenefits:Dental insuranceFlexible scheduleHealth insurancePaid time off