Ygrene Energy Fund

  • Lead Customer Service Representative

    Job Locations US-FL-Miami
    Job ID
    2018-1800
    Department
    Customer Service
  • Overview

    Ygrene Energy Fund is a leading provider of clean energy financing for residential and commercial properties throughout the United States.  Ygrene's award winning, privately funded YgreneWorksTM program provides immediately accessible financing for a variety of projects including energy efficiency, renewable energy, water conservation, and, in certain areas, hurricane protection, electric vehicle charging stations and seismic upgrades.  Ygrene is committed to making it easy for anyone to invest in their future and a healthier environment.

     

    The Lead Customer Service Representative will report to the Call Center Supervisor and will be responsible for the day to day support of Customer Service Representatives including the implementation and training of upgrades or revisions to processes and programs.

    Responsibilities

    • Take and process calls in a professional manner
    • Support the call center agents while working on the floor
    • Provide back-up administrative support to Supervisor/Management staff
    • Assist in tracking and reporting on new hire statistics: KPI scores, call handle times, quality of calls, and any other metrics as requested.
    • Create an environment to support employee retention
    • Participate in variety of special projects and perform extra administrative duties as assigned.
    • Facilitate and assist in new hire training programs and support all on-going training initiatives.
    • Provide support to existing employees and call center personnel through on-going training curriculums
    • Assist in evaluation and development of call center training needs.
    • Work actively with management team to ensure effective implementation and communication of all training strategies and initiatives. 

    Qualifications

    • 1-2 years of experience in a high volume call center environment
    • Intermediate to advanced level knowledge of MS Word and Excel
    • Exceptional written and oral communication skills.
    • Proven ability to master the full training cycle
    • Strong analytical, organizational and time management skills.
    • Knowledge of current Ygrene systems and software
    • Familiarity with traditional and modern training methods, tools and techniques
    • Sound decision making and organizational skills
    • Ability to present complex information to a variety of audiences
    • Demonstrated ability to be self-motivated, self-directed and work independently.
    • Must be able to work our Swing Shift (12:30pm-9:30pm) and some weekend days (Saturday or Sunday)

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