Customer Service Representative

Key Responsibilities

Primary duties include the following:

· Provide email , phone, and chat support to building owners or their designated representatives who are required to comply with building benchmarking regulations.

· Accurately record all building-related notes and building owner correspondence in the Touchstone IQ for Governments™ software.

· Support building owners with energy benchmarking questions.

· Efficiently guide building owners and property managers through technology troubleshooting by providing relevant resources and solutions to resolve issues.

· Meet contractual obligations for each client, including but not limited to 24-hour turnaround time on all correspondences.

· Identify customer needs and maintain a supportive, empathetic, and professional attitude to ensure a positive customer service experience.

Additional responsibilities may include:

· Support building owners with energy and water benchmarking in either ENERGY STAR® Portfolio Manager® and/or Touchstone IQ for Buildings.

· Contribute ideas to improve program resources that will enhance the team’s effectiveness, program compliance, and the customer service experience.

· Provide ad hoc support for corporate initiatives. These include – but are not limited to – gathering data and documenting processes, compiling industry and competitive research, creating marketing content, supporting software quality assurance testing, and conducting potential customer outreach.

Success in This Role Requires:

· Must be available to work on U.S. hours, either 9AM - 5 PM Mountain Standard Time or 9AM – 5PM Eastern Standard Time (depending on role hired for)

· Excellent English language skills. Must be able to communicate clearly and effectively both verbally and in writing.

· Ability to learn and operate customer relationship management (CRM) software tools and technology platforms.

· Ability to take detailed, accurate, and informative notes.

· Ability to be responsive and collaborate effectively with colleagues and clients.

· Outstanding attention to detail.

· Ability to prioritize and manage time effectively.

· An understanding of, or ability to comprehend, energy policy and energy concepts as well as a knowledge of the programs that you support.

· Ability to work in a fast-paced work environment.

· Being comfortable asking for guidance and using good judgment in ambiguous situations.

· A growth mindset — someone who is able to adapt to change and incorporate constructive feedback.