Customer care Agent - Bilingual

Descripción de la oferta

We’re NOT a call center - We’re CarbonBetter, a US-based sustainability and energy logistics company that’s tackling climate change from the inside. We’re growing our team, and we’re looking for creative thinkers who want to help us build a better future.

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.

Key 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.

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 and Spanish.

Ability to stay calm and empathetic under pressure.

You are comfortable working Monday to Friday, between 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM Colombia time.

How Success is Measured:

Customer Satisfaction: Accurately and empathetically answering customer queries and helping 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: Taking constructive feedback and applying it to continuously improve your performance.

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!

Requerimientos

• Educación mínima: Educación Básica Secundaria
• 2 años de experiencia
• Idiomas: Inglés
• Conocimientos: Atención al cliente

Palabras clave: atencion, care, demostrador, feriante, viajante, agent, representative, agente, representante

Ayer (actualizada)

Acerca de CARBONBETTER LLC

What’s good for the planet is good for business. CarbonBetter provides services in carbon credit purchasing, GHG emissions reporting, as well as energy logistics.