Member Care Specialist

Description

At Energy Ogre, our Member Care Specialists play a vital role in guiding new members through their onboarding journey, ensuring they understand and experience the full value of our service from day one. As a Member Care Specialist in New Member Care, you'll be the first point of contact for new members, helping them transition smoothly while addressing their questions and concerns with expertise and care. This position is in-office at our Houston, TX headquarters and reports to the New Member Care Lead.

Essential Duties and Responsibilities

• Provide exceptional customer service that reflects Energy Ogre's commitment to excellence.
• Communicate the value of our service to potential customers.
• Address inquiries and concerns with professionalism, expertise, and efficiency.
• Work collaboratively across departments to resolve member issues, striving for one-call resolutions.
• Assist members via phone, chat, and email, ensuring a seamless and consistent experience.
• Craft clear, professional, and accurate responses to inbound email inquiries.
• Handle incoming calls and proactively assist members with their questions and concerns.
• Ensure availability to respond to member inquiries promptly and meet departmental SLAs.
• Wrap up account details within 60 seconds after each call for efficiency.
• Take ownership of pending account issues, ensuring timely resolution.
• Clear member email queues by the end of each day.
• Complete task-related projects and assignments within designated SLA timelines.
• Collaborate with teammates to address account-related issues and ensure timely resolutions.
• Follow departmental procedures to maintain service quality and minimize unattended calls.
• Provide feedback and suggestions to improve team workflows and enhance the member experience.

Qualifications

• Customer service experience (or related field) with a strong passion for helping people.
• Excellent written and verbal communication skills.
• Ability to manage multiple communication channels (phone, chat, email) efficiently.
• Strong organizational skills with keen attention to detail.
• Problem-solving mindset focused on achieving one-call resolutions.
• Proven ability to collaborate in a team environment.
• Proficiency in meeting SLAs and managing time effectively.
• Eagerness to learn and adapt to evolving processes.

Education & Experience

• High School Diploma or equivalent.
• Previous experience in customer service, or a related field preferred.
• Proficiency in computer applications, including Microsoft Office (Word, Excel) and GSuite.

Note:
This job description provides a general overview of the position. Additional responsibilities and tasks may arise to support Energy Ogre's mission and member satisfaction goals

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