Customer Support Agent

hace 3 semanas

Medellín, Antioquia, Colombia CarbonBetter A tiempo completo

We believe what's good for the planet is good for business. We're CarbonBetter, a certified minority-owned sustainability and energy logistics company that's tackling climate change from the inside. With headquarters in Austin, Texas, and a dynamic team in Medellín, Colombia, we offer energy and climate solutions of tomorrow—delivered today. We're proud to be the largest minority-owned business in Austin. Learn more here:

Position Overview

We are looking for a Customer Care Agent who is a self-starter, passionate about problem-solving, and skilled at saving customers from canceling their services. In this role, you will be the first line of contact for customers across multiple channels—phone, email, text, and live chat—helping them with their electricity and natural gas accounts. You will work with customers to ensure they understand their options, select or update their energy plans, and, most importantly, help retain them by offering solutions that meet their needs.

As part of our Retail Energy Division, you will also assist our quality control team in reviewing customer enrollments and providing valuable feedback to improve our service delivery.

Fluency in English is required for this position, and experience in a customer-facing role is essential.

Responsibilities

  • Customer Support : Handle inbound and outbound customer interactions through phone, email, chat, and text, providing efficient and empathetic support.
  • Customer Retention : Actively engage with customers who wish to cancel their accounts, helping them explore alternative options and retain their business.
  • Cross-Selling and Upselling : Identify opportunities to enhance customer plans and services during interactions.
  • Quality Control : Assist the quality control team by reviewing and scoring customer enrollments. This includes:
    • Listening to sales call recordings and scoring them against specific criteria
    • Calling new customers to ensure they have all the information they need
    • Reviewing Third-Party Verification recordings
    • Submitting detailed feedback about customer experiences and enrollment quality
  • Team Collaboration : Work closely with team members to escalate issues, share information, and support each other in achieving common goals.
  • Ad-hoc Tasks : Complete additional tasks and projects as required by the team.

About You

  • You're a self-starter who thrives in a fast-paced environment and enjoys helping customers resolve issues.
  • You have 2+ years of experience in customer support, particularly in phone-centric roles, and have a proven track record in customer retention.
  • You excel at problem-solving, and you're great at diffusing potentially negative situations with patience and empathy.
  • You are fluent in English, both spoken and written and are comfortable working with software tools and systems.
  • You are reliable and organized and can follow detailed instructions and processes.
  • You're proactive, asking for help when needed and giving clear, timely feedback to your team.
  • You are comfortable working Monday to Friday between 8:00 AM – 6:00 PM CT.

How Success is Measured

  • Customer Satisfaction : Accurately and empathetically answer customer queries and help them resolve issues.
  • Retention Success : Successfully 'saving' customers from canceling their services.
  • Quality Control : Completing QC tasks on time, with accurate and detailed feedback.
  • Team Communication : Proactive and clear communication with teammates and managers to ensure consistent improvement.
  • Adaptability : Take constructive feedback and apply it to continuously improve your performance.

Requirements

  • 2+ years of customer support experience in a phone-centric role.
  • Ability to follow specific processes and instructions.
  • Comfortable using new software and online tools.
  • Excellent verbal and written communication skills in English.
  • Ability to stay calm and empathetic under pressure.

Why Join CarbonBetter

At CarbonBetter, we are committed to building a diverse, inclusive, and dynamic work environment. You will be part of a growing team that is passionate about making a difference in the world by providing sustainable energy solutions. If you're looking for a role where you can have a real impact and grow professionally, this is the opportunity for you.

Interested? Apply today and be part of our mission to create a better future for our planet and our customers

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