General Inquiries

About the role

Eastpointenergy is seeking a dedicated professional to join our team in the role of General Inquiries. This position is pivotal in ensuring that our clients and stakeholders receive timely and accurate information regarding our energy solutions and services. The ideal candidate will be a proactive communicator, capable of managing inquiries from various channels while providing exceptional customer service. This role is based in Charlottesville, Virginia, and is a full-time opportunity that offers a competitive salary and benefits package.

Key facts

What you'll do

• Serve as the primary point of contact for all general inquiries related to Eastpointenergy's services and offerings.
• Respond promptly to customer inquiries via phone, email, and online chat, ensuring a high level of customer satisfaction.
• Maintain detailed records of inquiries and responses to track trends and identify areas for improvement in service delivery.
• Collaborate with various departments, including sales, operations, and technical teams, to gather accurate information and resolve customer issues effectively.
• Develop and maintain a comprehensive knowledge base of Eastpointenergy's products and services to provide informed responses to inquiries.
• Assist in the creation of customer-facing materials, including FAQs, brochures, and online content, to enhance the customer experience.
• Monitor and analyze customer feedback to identify opportunities for service enhancement and report findings to management.
• Participate in training sessions and workshops to stay updated on industry trends, company policies, and best practices in customer service.
• Support the development of customer engagement strategies to improve overall satisfaction and retention rates.
• Handle escalated inquiries with professionalism and empathy, ensuring that customer concerns are addressed promptly and effectively.
• Contribute to team meetings by sharing insights and suggestions for improving inquiry management processes.
• Assist in administrative tasks as needed, including data entry and reporting, to support the overall operations of the customer service department.

Requirements

• Bachelor's degree in business, communications, or a related field is preferred.
• A minimum of 2 years of experience in customer service or a similar role, preferably within the energy sector.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong problem-solving skills and the ability to think critically under pressure.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Demonstrated ability to work collaboratively in a team environment while also being self-motivated.
• Attention to detail and a commitment to delivering high-quality service.
• Flexibility to adapt to changing priorities and manage multiple tasks simultaneously.
• Familiarity with energy industry regulations and standards is a plus.

Nice to have

• Experience in a technical support role or familiarity with energy technologies.
• Knowledge of data analysis tools to help interpret customer feedback and trends.
• Certification in customer service excellence or related fields.
• Bilingual abilities to assist a diverse customer base.

Skills & tools

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Experience with CRM platforms such as Salesforce or HubSpot.
• Familiarity with project management tools like Asana or Trello.
• Strong organizational skills and the ability to prioritize tasks effectively.

Practical notes

• This position is located in Charlottesville, Virginia, and candidates should be prepared for occasional in-office work as required.
• The salary for this role is competitive and will be determined based on the candidate's experience and qualifications.
• Eastpointenergy is committed to fostering a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences.
• Interested candidates should apply through our website at https://eastpointenergy.bamboohr.com/careers/25.

Join Eastpointenergy and become a vital part of a team dedicated to providing innovative energy solutions while ensuring exceptional customer experiences. We look forward to your application!