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    Member Care Specialist - Houston, United States - Energy Ogre

    Energy Ogre
    Energy Ogre Houston, United States

    3 weeks ago

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    Description
    At Energy Ogre, we're dedicated to delivering an exceptional service experience to our valued members.

    Our Member Care team plays a pivotal role in ensuring members receive the level of service that aligns with Energy Ogre's commitment to excellence.

    As a Member Care Specialist, you will have the opportunity to educate, advocate, and prioritize our members' needs while upholding our service standards.


    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    Quality Customer Service:
    Deliver unparalleled customer service that mirrors the high standards set by Energy Ogre.
    Effectively communicate the value of our service to potential customers.
    Address inquiries and concerns of existing members with professionalism and expertise.
    Collaborate across departments to ensure swift resolution of member issues, aiming for one-call resolutions.
    Engage with members through phone, chat, and email channels, providing consistent and exceptional service.
    Craft accurate and professional responses to inbound email inquiries, delivering effective solutions.

    Daily Operations:
    Take incoming calls from members and address their inquiries and concerns.
    Ensuring that you are proactively available to promptly attend to member inquiries and meet departmental SLAs.
    Demonstrate efficiency by wrapping up account details within 60 seconds after each call.
    Prioritize and resolve accounts with pending issues, demonstrating ownership and accountability.
    Ensure timely clearance of email correspondence from members' queue by the end of the day.
    Efficiently manage task-related projects and assignments, meeting management-defined SLAs.

    Team Efforts:
    Collaborate with fellow team members to collectively address account-related issues, ensuring resolutions.
    Adhere to departmental procedures to uphold the quality of service and avoid unattended calls.
    Contribute feedback to enhance daily departmental tasks, showcasing your commitment to continuous improvement.

    Qualifications:
    Previous experience in customer service or a related field, demonstrating a passion for excellence.
    Exceptional written and verbal communication skills.
    Ability to handle multiple channels (phone, chat, email) effectively.
    Strong organizational skills with keen attention to detail.
    Problem-solving mindset with a commitment to achieving one-call resolutions.
    Proven ability to collaborate in a team-oriented environment.
    Proficiency in adhering to SLAs and managing time efficiently.
    Enthusiasm for learning and adapting to evolving processes.

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