Contact Center Advisor (outbound)
We transform the way people use energy.
About EfficiencyOne
EfficiencyOne is a leading efficiency enterprise. Our core values are integrity, innovation, and partnership, and our purpose is “to transform the way people use energy”. We work with many outstanding partners to supply cost-effective energy efficiency and carbon mitigation services in Nova Scotia and beyond. 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 our communities, 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.
- We offer a fun, social, and inclusive working environment in a newly renovated space. We also offer hybrid/remote work options and a strong focus on health, safety, and wellness.
- You’ll enjoy fair, equitable, and competitive compensation aligned with the changing market.
- We offer an exceptional and holistic benefits plan (65% employer paid), retirement savings plan (defined contribution), health and personal lifestyle spending accounts, and employee and family assistance program.
- You can grow at EfficiencyOne, with approved job-related courses, memberships, and designations 100% company-paid. Plus, we make it a priority to ensure employees are provided opportunities to fill internal roles.
The opportunity:
The Contact Center Advisor 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 that each customer is eligible for and be able to provide information on what their energy efficiency project would entail. 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 initial and follow-up phone calls to potential, current, and past program participants. Confirm applicant eligibility and outline the next steps in the program process.
- Responsible for delivering clear and concise information on our HomeWarming and Home Energy Assessment programs, particularly our Off- Oil to Heat Pump Affordability program (OHPA).
- Communicate with customers through effective written correspondence, sending program information and related forms via email or mail.
- Direct customers to the program streams that best suit their needs, helping to facilitate participation in multiple Efficiency Nova Scotia programs.
- Responsible for sharing information about Efficiency Nova Scotia program offerings to help set and refine expectations about processes and timelines.
- Responsible for reviewing program eligibility, application processes, required documentation for submission, and program approval timelines.
- Responsible for tracking information in Excel and recording detailed customer interactions in our customer database.
- Responsible for follow-up by phone and email with applicants who have submitted incomplete applications or who have unique home accommodations to assess and communicate eligibility as it is relayed from program support.
- Responsible for maintaining up-to-date knowledge of all Efficiency Nova Scotia programs as well as interpreting and explaining details to customers.
What Will Help You Succeed?
- A Community College or University diploma or equivalent combination of education and work experience.
- Experience in a call center environment is considered an asset.
- 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 as well as 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 the Contact Centre Team Lead and Contact Centre representatives.
- 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 Centre Team Lead duties.
In the first month, expect to:
- Increase depth of understanding of programs and services offered by Efficiency Nova Scotia
- Job shadows the other Contact Centre Team Lead and understands their roles and responsibilities.
- Become more familiar with the organizational structure, programs, and departments, as well as the people within them and their functions and roles.
- Gain confidence in knowing where to look for answers needed to address inquiries from Contact Centre Representatives, Navigators, and program teams.
- Perform core duties with limited support.
In the first three months, expect to:
- Perform core duties independently.
- Gain expert-level knowledge of the tools, techniques, and processes of the Contact Centre Team Lead role.
- Establish a performance and development plan with your manager.