**Job Title: Customer Care Specialist** **Company: Xcel Energy** **Location: Nelson, Nelson, NZ** **Job Type: Part-Time** **Seniority Level: Associate Level** **Years of Experience: 3** --- ### **Job Description:** Xcel Energy is seeking a motivated and hardworking Customer Care Specialist to join our dedicated team in Nelson, NZ.
This individual will play a key role in providing exceptional customer service and support, ensuring our customers' needs and expectations are consistently met and exceeded.
As a part of the Customer Care team, you'll be instrumental in fostering strong relationships with our customers, resolving inquiries, and contributing positively to our company's reputation for excellence in service.
### **Key Responsibilities:** - **Customer Engagement:** Interact with customers primarily through phone, email, and chat to provide timely and accurate information regarding their inquiries, concerns, and service-related questions.
- **Issue Resolution:** Effectively identify, troubleshoot, and resolve customer complaints, ensuring customer satisfaction and fostering trust in our services.
- **Documentation:** Maintain accurate records of customer interactions and transactions in the customer relationship management (CRM) system to ensure data integrity and streamline future communications.
- **Proactive Outreach:** Follow up on customer inquiries and concerns to ensure complete resolution and satisfaction, encouraging feedback to continually improve service delivery.
- **Process Improvement:** Collaborate with team members to identify areas for improvement in customer service processes and policies, contributing insights to enhance the overall customer experience.
- **Product Knowledge:** Stay informed about all Xcel Energy products and services to provide accurate information and educate customers on solutions that meet their needs.
- **Leadership:** Occasionally take on lead responsibilities within the team to guide new hires, share insights, and foster a collaborative work environment.
- **Time Management:** Efficiently prioritize and manage multiple tasks to meet deadlines while maintaining high-quality service.
- **Training & Development:** Participate in ongoing training sessions to enhance product knowledge, customer service skills, and company policies while also sharing knowledge with peers.
### **Requirements:** - **Experience:** A minimum of 3 years of experience in customer service or a related field, with a proven track record of success in delivering excellent customer experiences.
- **Education:** High school diploma required; a bachelor's degree in business, communications, or a related field is preferred.
- **Personality Traits:** Highly motivated and hardworking individuals who are committed to achieving excellence in customer service.
- **Soft Skills:** - **Leadership Skills:** Ability to lead by example and mentor junior staff members, fostering growth and development within the team.
- **Time Management:** Exceptional organizational skills with the ability to prioritize tasks effectively in a fast-paced environment.
- **Technical Skills:** Proficiency in using CRM software and Microsoft Office Suite; familiarity with remote work tools and platforms.
- **Communication Skills:** Excellent verbal and written communication skills, with the ability to convey information clearly and effectively to diverse audiences.
- **Flexibility:** Willingness to adapt to changing priorities and work schedules as required.
### **Benefits:** - **Remote Work Flexibility:** Options for hybrid work opportunities to help balance work and personal life.
- **Travel Opportunities:** Access to potential travel for training sessions and cross-location collaboration.
- **Free Food:** Enjoy complimentary snacks and refreshments during working hours to keep you energized.
### **Working Environment:** At Xcel Energy, we are committed to understanding and exceeding customer expectations.
We foster a supportive team atmosphere that prioritizes open communication, collaboration, and continuous improvement.
Our employees are at the heart of everything we do, and we strive to provide a fulfilling and rewarding work environment.
### **Application Process:** Interested candidates are invited to submit their applications by October 31, 2024.
Please include a resume and a cover letter that highlights your relevant experience and why you would be a great fit for the Customer Care Specialist position at Xcel Energy.
### **Equal Opportunity Statement:** Xcel Energy is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applicants from all backgrounds and experiences to apply, as we believe diverse perspectives contribute to our success.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.