Customer Service Call Center Representative

Job Title: Contact Center Representative

Location: Portland, OR Metro Area (Hybrid Position – Monday & Friday Remote, Tuesday-Thursday In-Office)

Job Type: Full-Time

Job Description:

In this role, you will be responsible for providing exceptional customer service, processing transactions, and supporting various internal teams to ensure smooth operations and program compliance. Your contributions will directly impact our mission to promote energy efficiency and sustainability, especially in the BIPOC, low-income, and Veterans communities.

Key Responsibilities:

• Handle Customer Calls efficiently via telephone, internet, and correspondence, ensuring accuracy and timely processing.
• Maintain a thorough understanding of incentive offerings, effectively address inquiries, and resolve issues.
• Expertly manage disputed incentive claim data, offering guidance to customers on policy interpretation and compliance requirements.
• Assist trade ally contractors and community-based organizations with incentive inquiries and requests.
• Actively participate in team-based process improvement initiatives, recognizing the system-wide impact of each enhancement.
• Mentor and train junior employees to ensure a high standard of service delivery.
• Maintain comprehensive documentation of data entry processes to uphold accuracy and consistency.
• Undertake additional administrative duties as necessary to support departmental objectives.

Qualifications:

• A minimum of three years previous experience in a contact center.
• Strong communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• Excellent problem-solving abilities and a commitment to delivering exceptional service.
• Familiarity with database management and basic understanding of software testing principles.
• Ability to work collaboratively in a team environment and adapt to changing priorities.
• Detail-oriented with strong organizational skills to manage multiple tasks effectively.
• Proficiency in Microsoft Office Suite and experience with CRM software is a plus.

Background

Skill Demand Energy is a nationally certified minority-owned company with our Corporate Headquarters in Indianapolis, Indiana, and multiple offices across the U.S.

Skill Demand Energy partners with utilities, local and state governments, and other entities to provide solutions to reduce America's energy usage within the residential, commercial, and industrial and government sectors. We are a dynamic multiculturally owned firm fully committed to cocreate with our teams truly inclusive and equitable working environments that results in thriving diversity and professional success.

We are committed to hiring individuals that are representative of the communities our programs are designed to serve. Our work elevates co-creation through cultivating trust and acting with transparency. We recognize that representation matters.

Our Vision

An equitable clean energy economy

Our Oregon Team

Our dedication lies in fostering an inclusive and fair workplace environment, all while delivering exceptional outcomes for our clients and customers. We firmly believe that embracing these principles enables us to cultivate innovative work methodologies essential for realizing our collective vision.