Customer Care Representative Must Reside in MA., Remote

Job Description

Job Description

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

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