**Job Title:** Contact Center Officer - Work from Home
**Company:** CMS Energy
**Location:** Phoenix, Arizona, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
CMS Energy is seeking a highly motivated and committed Contact Center Officer to join our dynamic team. This position is perfect for individuals who thrive in a fast-paced, tech-driven environment and are passionate about delivering exceptional customer service. The role is remote, offering you the flexibility to manage your work-life balance while contributing to the success of our organization. If you are adaptable, energetic, and have a knack for problem-solving, we encourage you to apply!
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers via phone, email, and chat to address inquiries, resolve issues, and provide product/service information in a professional and courteous manner.
- **Issue Resolution:** Utilize strong analytical skills to diagnose customer issues and recommend appropriate solutions promptly, ensuring high levels of customer satisfaction.
- **Data Management:** Accurately document customer interactions in the company's CRM system to maintain comprehensive records and ensure seamless follow-up.
- **Process Improvement:** Collaborate with team members and management to identify areas for process improvements within the contact center, contributing to enhanced efficiency and service quality.
- **Reporting:** Generate regular reports on customer feedback, interactions, and unresolved issues, presenting insights to team leads for potential improvements.
- **Training Participation:** Actively engage in training sessions and workshops to enhance product knowledge and improve customer service skills.
- **Presentation Skills:** Prepare and present information on service updates and new product offerings to customers, demonstrating a clear understanding of all relevant details.
- **Operational Support:** Assist in onboarding and training new team members as needed, fostering a collaborative team environment.
**Requirements:**
- **Educational Background:** Bachelor's degree or equivalent combination of education and experience in a relevant field.
- **Experience:** Minimum of 4 years experience in a contact center, customer service, or related role, with a proven track record of handling customer inquiries effectively.
- **Technical Skills:** Proficiency in using CRM systems, Microsoft Office Suite (Word, Excel, PowerPoint), and other relevant contact center technologies.
- **Personality Traits:**
- **Adaptable:** Open to change and capable of adjusting to new processes, technologies, and customer needs with ease.
- **Energetic:** Possessing a positive attitude and enthusiasm that resonates with customers and peers.
- **Soft Skills:**
- **Planning:** Strong organizational skills to manage multiple tasks and prioritize effectively.
- **Presentation:** Ability to communicate information clearly and engagingly, whether in writing or verbally.
**Benefits:**
- Travel opportunities to further your career and professional network.
- Remote work flexibility to create a balanced lifestyle.
- Comprehensive disability insurance to protect your health and well-being.
**Working Environment:**
At CMS Energy, we believe in harnessing technology to drive innovation and efficiency. You will be part of a forward-thinking team that values collaboration, diversity, and inclusivity in a remote working setting.
**Deadline to Apply:** ********
**Equal Opportunity Statement:**
CMS Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
