Job Details

Job Type: Full Time
Hours: M-F 8-6 Sat 8-1
Salary: $17.00 Hourly

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

About the Position:
AnswerNet is looking for Massachusetts-based, remote, quality, and customer experience-oriented, enthusiastic team members who will support electric and natural gas utility customers. In this role, you will utilize your expert product and company knowledge to deliver a "wow" factor! Representatives will assist our customers by owning the consumer's journey, handling inquiries and concerns, and seeing them through to resolution via omnichannel support (phone, email, chat, SMS). In addition to record-keeping and database maintenance, Representatives will primarily assist residential and small business customers with energy efficiency and decarbonization initiatives.

Representatives will make and place calls to and from customers using a PC-based softphone with a headset. Our ideal candidates are empathetic, patient, professional, and passionate communicators, both orally and in writing. Our most effective Representatives can put themselves in the callers' shoes and assist as necessary. An extensive paid training program will equip you with the knowledge necessary to effectively assist customers.

Responsibilities include, but are not limited to:
Primary roles are to verbally assist callers or support customers via chat, email, and SMS with product warranty support, product inquiries, and troubleshooting
Support customers via voice, chat, email, and SMS
Become fully trained and maintain a complete understanding of the call handling processes, procedures, and call requirements
Document all call activity accurately in the client systems with complete and thorough notes
Identify the needs of the customer, clarify information, and provide accurate answers to the customer's issues or concerns
Attend client training sessions
Requirement to diligently log into the UKG system, Contact Center tools, and websites as required

Call Service Associate Skills/Qualifications:
Must possess excellent written and verbal communication skills
Have a high level of compassion for callers, have the skill to use key phrases to show empathy, and a desire to de-escalate distressed callers
Must have good interpersonal skills to enable an easy conversation flow with customers
Must learn and maintain knowledge of customer relationship or customer service practices, mistake-free
Flexibility in role/job function changes and shift to meet customer requests and demands
Skilled at typing, data capture, and entry using proper grammar and correct spelling
Must be able to multitask and manage time properly and effectively
Must be able to adapt to different situations and individuals
Willing and able to work 8-hour shifts using a computer with keyboard, using two monitors, and a headset with a microphone
Must be comfortable handling back-to-back calls
Be dedicated to working the schedule provided. Absences are not tolerable.
Must be acceptable to have calls monitored and/or recorded, and understanding that agent activity is closely monitored using call center technology to ensure call quality exceeds the client's needs.
Must be capable of reading from scripts
Pre-Hire Assessments include, but are not limited to, passing a typing, spelling, grammar, listening, and comprehension test.

Technical Requirements:
A Windows PC is required, running Windows 10 (no MacBooks or Chromebooks)
8 GB of RAM, minimum
Dual-core processor, minimum
USB wired headset
Wired internet connection with a minimum internet speed of 80/15
Cannot use satellite, hotspots, MIFI devices, wireless AC wall plug-in extenders, repeaters, boosters, and/or pods
Dual monitors

Hours of Operations / Schedules:
8:00 AM - 6:00 PM Eastern Prevailing Time, Monday through Friday; Saturdays 8:00 AM - 1:00 PM Eastern Prevailing Time
40 hours per week is required. Schedules are subject to change based on the client's needs.
Paid 15-minute breaks are provided for 4-hour shifts
30-minute unpaid lunches

Language:
English as a primary language
Bilingual speakers encouraged to apply

Experience/Job Requirements:
At least 1 year of work experience in a call center/customer service environment is required
Experience with utilities, energy efficiency, and decarbonization is preferred, but not required.
High School Diploma or equivalent is required
Applicants must type a minimum of twenty-five (25) words per minute
Applicants must have a quiet place to work with no interruptions
Applicants must successfully pass a pre-employment drug test and background/criminal check
Applicants must agree to and sign a code of ethics and confidentiality and compliance documents

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.