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Form of workJob Description
Job Description:
This position is responsible for answering and evaluating all EnergyWise Home (load management) customer calls processed through an Avaya phone system, various email and work order management systems. Resolution of customer inquiries will include but is not limited to answering technical and program-related questions and troubleshooting electrical, appliance equipment problems and DR device internet connectivity issues.
Provide and document detailed explanations summarizing the recommended solution to the customer and dispatch the information to the appropriate field representative and/or contractor for action. Maintain accurate customer records in a timely manner.
Required Qualifications:
This position is responsible for answering and evaluating all EnergyWise Home (load management) customer calls processed through an Avaya phone system, various email and work order management systems. Resolution of customer inquiries will include but is not limited to answering technical and program-related questions and troubleshooting electrical, appliance equipment problems and DR device internet connectivity issues.
Provide and document detailed explanations summarizing the recommended solution to the customer and dispatch the information to the appropriate field representative and/or contractor for action. Maintain accurate customer records in a timely manner.
Required Qualifications:
- High school diploma/GED
- Requires the ability to use technical analysis and investigative techniques.
- Must have working knowledge of Customer Service Systems, Work Order Management Systems and product and program applications knowledge to resolve inquiries.
- Must demonstrate excellent interpersonal and communication skills and work well in a team environment.
- Must have working knowledge of personal computer applications (specifically Microsoft Office Excel).
- Must utilize expert accounting skills for auditing system-generated reports against vendor invoices.
- Possesses and acts with a high level of integrity.
- Projects a confident, professional image.
- Collaborates effectively with others to achieve team results.
- Embraces change and shifts work assignments and schedules as required to meet customer and business needs.
- Demonstrates personal openness to innovative ideas while respecting diversity and valuing the opinions of others.
- Specialized trade, technical school or college preferred.
- 1-3 years' experience preferred.
- Basic knowledge of electrical theory, HVAC Systems, low voltage control circuits preferred
