Contact Center Advisor

Contact Center Advisor

We transform the way people use energy.

We embrace a culture of belonging in the workplace. No matter who you are, where you're from, how you think, what you believe in, or whom you love, we welcome your application. We all come from different backgrounds and different walks of life, bringing in unique perspectives and experiences. We encourage applications from 2SLGBTQ+, Black, Indigenous, and People of Colour (BIPOC), women, newcomers to Canada, and people with disabilities. If you require any accommodation in the application and interview process, please let us know (including different materials or otherwise).

About EfficiencyOne

Our core values are Integrity, Innovation, and Partnership.

EfficiencyOne is a leading efficiency enterprise. We work with a number of outstanding partners to supply cost-effective energy efficiency and carbon mitigation services in Nova Scotia and beyond.

We transform the way people use energy. Together, we help people achieve their energy goals, save money, conserve resources, improve well-being, and combat climate change.

Investing in energy efficiency comes with many benefits-lower heating bills, more comfortable spaces, new jobs in your community, and a smaller overall carbon footprint.

To date, our work has achieved over $4 billion in energy savings and contributed to 22% of Nova Scotia's GHG emission reductions. If there's a better way to improve energy efficiency, we'll find it. Find out more about how we are making an impact here: https://www.efficiencyone.ca/impact/

Why you'll love working here:

• A culture that understands there is life outside of work and cares about their employees.
• Hybrid work environment
• An engaging, fun, and inclusive work environment
• An awesome benefits package that starts on day one and a competitive salary
• Wellness initiatives and fitness challenges hosted throughout the year.
• Corporate gym memberships
• Career growth and professional development opportunities
• Being part of a team and contributing to Nova Scotia's goal of 2050 net-zero carbon

Do you want to be part of an organization with an ambitious plan to support the transition to net zero by 2050 and help build a thriving, resilient future for Nova Scotians? Then you belong here!

The opportunity:

Our team of Contact Center advisors is the front line, and most often, the first point of contact with most customers will help navigate customers to the appropriate Efficiency Nova Scotia services to meet their needs. They will have an in-depth knowledge of the services each customer is eligible for and be able to provide information on their energy efficiency project. The advisor applies active listening to assess customer needs and provides helpful, timely, and informative responses. The advisor has a strong program and product knowledge, provides information on product and program features, and is familiar with related items to sell an entire suite of solutions. The advisor is resourceful and can probe for additional information to help solve customer needs. They are highly focused on the customer service experience.

• Responsible for being the first point of contact for our clients; responsible for the delivery of exceptional customer service; answering incoming calls.
• Responsible for responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Responsible for engaging in active listening with callers, asking discovery questions, and confirming or clarifying information. Advise customers on which programs would work best for their needs.
• Responsible for maintaining up-to-date knowledge of all Efficiency Nova Scotia programs as well as interpreting and explaining them to the public.
• Responsible for taking part in training and other learning opportunities to expand knowledge of the company and position.
• Responsible for thorough documentation of customer interactions within the Salesforce system.
• Responsible for participating at times as a company representative at home shows or education forms.

What Will Help You Succeed?

• A Community College or University diploma or equivalent combination of education and work experience.
• Experience in a call center.
• Experience with and proficiency with all MS Office applications (including Teams)
• The ideal candidate should have excellent customer service skills, with an empathetic and helpful nature, and be diplomatic, tactful, and flexible. Proficient in active listening, quickly establishing rapport with clients, explaining concepts in simple, understandable terms, diffusing frustration, and resolving conflict.
• The ideal candidate should have the ability to prioritize deliverables and work independently or within a team.

What to expect in your first several weeks on the job:

In the first week, expect to:

• Meet with the team
• Learn about the organizational history of Efficiency Nova Scotia
• Receive an orientation of duties performed by Contact Center Advisors
• Begin to gain familiarity with the Efficiency Nova Scotia programs/services website pages.
• Be introduced to the tools and resources used to perform the Contact Center's duties.
• Begin a review of the standard operating procedures of Contact Center Advisors

In the first month, expect to:

• Increase depth of understanding of programs and services offered by Efficiency Nova Scotia
• Proceed through a supported progression of responding to customer emails, and voicemails, and then taking Live client calls
• Become familiar with the tools, techniques, and processes of handling different types of client interactions and the various channels we receive them
• Gain confidence in knowing where to look for answers needed to address client inquiries

In the first three months, expect to:

• Increase comfort and confidence on the phone and in interactions with clients to offer deeper energy savings potential.
• Deepen understanding of building science principles to be able to offer friendly expert advice.
• Deepen understanding of business energy savings programs and be able to offer unaided advice for simple to moderate-level inquiries.
• Become more familiar with the organizational structure, programs, departments, and the people within them and their functions and roles.
• Gain expert-level knowledge of the tools, techniques, and processes of the Contact Center Advisor role.

If you would like to be considered for this opportunity, please submit your resume and cover letter, clearly articulating how you meet the above-noted qualifications. Applications can be submitted in confidence to Nicole Durdle at the link below:

https://easyapply.co/job/contact-center-advisor-1?rcid=careerbeacon