Customer Service Specialist

**Position Title**: **Customer Service Specialist, Customer Service**

**Company Overview**:
Greensaver is Ontario’s leading non-profit energy conservation organization. For nearly 30 years, we’ve helped people, businesses, and utility companies reduce their carbon footprint and, therefore, protect the environment. In total, we have helped over 100,000 homeowners, renters, and small businesses reduce their energy consumption and overall utility costs.

**Our mission** is to provide turn-key energy efficiency solutions for homes and small businesses, to deliver a sustainable future.

**Our vision** is to be Canada’s trusted energy conservation partner.

Greensaver’s leadership team has decades of experience delivering energy efficiency, conservation, and demand management solutions for utilities, municipalities, and businesses. Our team consists of experts in program management and design, marketing, customer service, energy evaluations and building retrofits.

**Job Status**: **Full-Time, Temporary (6-Month Contract)**
**Reporting To**: **Senior Manager, Customer Service**

**Department Summary**:
Greensaver's Customer Experience team handles all correspondence with our customers. We sign customers up to our free energy conservation programs. We also answer any questions they may have and generally provide first-rate customer service to provide an outstanding experience.

The Customer Experience team is an integral part of the functioning of the company. If you're looking for a career that truly makes a positive difference to the world, you'll feel right at home here. Working for our Customer Experience team will allow you to be part of something bigger than yourself. You will be safe in the knowledge that your skills are being used to help those in need and protect the planet at the same time.

**Objective**:
The Customer Service Specialist (CSS) attracts potential customers by answering product, program and service questions; conveying information about other programs and services, where appropriate. The CSS fulfills customer needs to ensure customer satisfaction and acts as a liaison to resolve inquiries with accuracy and efficiency. This role's objective is to ensure excellent service standards and maintain high customer satisfaction.

**Primary Responsibilities**:

- Deliver superior customer service leveraging best practices in time and project management.
- Meet targeted call quotas and service levels.
- Clearly identify problems and either resolve or escalate appropriately.
- Problem-solving, decision-making and multi-tasking in a fast-paced environment.
- Accurately input customer data into various databases, maintains records: Quality assurance of information and paperwork associated with customer files.
- Conduct outbound calls as required to promote products, services and/or programs.
- First call/contact resolution with mínimal abandon rate.
- Convert inquiries into customers.
- Provide excellent customer service to improve scheduling conversion, retain customers and represent Greensaver as a leader in the industry: Scheduling of appointments for many different services.
- Reception and administrative duties, as required.
- Other duties as assigned from time to time from Supervisor, Customer Service and/or Senior Manager, Customer Service, as required.

**Minimum Qualifications**:

- Call Centre and Customer Service and / or Sales experience: Must be comfortable with outbound calling.
- Proven proficiency in customer service excellence.
- Effective listening, communication (verbal and written), negotiation and telephone skills.
- Must have flexible hours of availability: Available to work evenings and weekends (Saturdays and/or Sundays).
- Ability to learn quickly and retain knowledge in a changing environment.
- Customer management database experience.
- Logical problem-solver with very strong attention to detail.
- Self-motivated with strong time management skills.
- Ability to represent the organization in a professional, caring, progressive manner.
- Must have the ability to work well as part of a team or independently with mínimal supervision.
- Fluency in French a strong asset (bilingual preferred but not required).
- Concern for the environment.

**Compensation**:
**Greensaver is proud to be an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.**

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Benefits**:

- Casual dress
- Commuter benefits
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
- Work from hom