HR Knowledge

Customer Care Representative

Job Locations US-MA-Boston
Job ID
2018-1193
# of Openings
3
Category
Customer Service/Support

Overview

Our client, Ampion, provides an asset and customer management system for renewable energy providers. Ampion specializes in complex and high volume back-office operations, real-time monitoring, and support renewable energy markets and programs across the country. On the whole, we are dedicated to an energy future that is affordable, sustainable, and universal.


Ampion is building a world class customer care team in Boston’s Back Bay to serve their increasing portfolio of clients and their customers in the shared renewable space. They have multiple positions available at a variety of skill levels and are expecting to scale the team rapidly. The Customer Care Representative will report to the Customer Care Manager, the Customer Care Representative will provide front line customer service to distributed generation customers across the nation.

Responsibilities

  • Answer inbound customer inquiries to meet service level agreements
  • Articulate complex concepts in simple straightforward way
  • Demonstrate ownership of and advocacy for customer issues
  • Maintain knowledge of various distributed generation programs
  • Accurately enter call data in CRM documenting customer issues and resolutions
  • Set follow up tasks as necessary
  • Escalate customer issues to team analyst and manager as necessary
  • Operate effectively in a fast-paced fluid business environment
  • Identify and communicate opportunities for improving processes
  • Utilize multiple software programs to resolve customer issues

Qualifications

  • 2-5 years’ experience required
  • Bachelor’s degree or equivalent experience
  • Strong listening skills and ability to analyze and assess the needs of customers 
  • Positive attitude and the ability to adapt to changing environment
  • Demonstrate the ability to work in a team environment to improve the delivery of service to internal and external customers
  • Solid knowledge of Microsoft Office 
  • Must be self-motivated, proactive, highly detailed 
  • Strong problem-solving skills 
  • Excellent time management and follow-through skills 

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