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ICS Support Specialist I

Company: CLEAResult, Inc.
Location: East Lansing
Posted on: January 12, 2022

Job Description:

COVID-19 Vaccination

In keeping with applicable laws, successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Proof of vaccination must be presented by start date.

Job Description Summary

You will love working at CLEAResult because we are making a positive impact on the world by changing the way people use energy. You will have the opportunity to be creative every day and work with a leadership team that is open to new ideas, new opportunities, and new perspectives.

Additionally, you will enjoy:

* Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
* 401 (k) with company match
* Paid vacation, sick, personal and parental leave time
* Paid Volunteer Time: giving back to our communities is important to us
* Employee Recognition Program - convert your recognition points into gift cards
* Employee Assistance Program - offers benefits to help you manage daily responsibilities
* Access to on demand training courses to advance further in your career

As a Support Specialist I for Integrated Customer Service you will be responsible for ensuring the Integrated Customer Service meet program deliverables by resolving customer inquiries during the first interaction and/or influencing customers via outbound campaigns. Key markers for success in this role will include a love for customer service and attention to detail.

Job Description


* Ensure safe work environment
* Live the CLEAResult Culture Code
* Answer caller questions in a variety of channels utilizing scripts and your knowledge to resolve customer challenges
* Identify customer needs and provide solutions
* Outbound calls as needed including influencing customers
* Ability to cross promote other products
* Maintain accurate records in a database including properly documenting customer interactions
* Consistently meet Key Performance Indicators (KPIs)
* Contribute to process improvements in a team-based environment
* Other responsibilities as required


* Meet performance goals below as well as any other set by Supervisor
* Maintain 92% or greater adherence
* Maintain Quality Rating of 9 or greater
* Sales per Hour/Conversion rates will be set depending on client

* Approach each customer interaction with first call resolution in mind
* Follow all published Standard Operating Procedures.
* Maintain an expected level of professionalism whether in an office or in a remote location.
* Learn new programs and tasks as needed to meet utilization goals set by Supervisor.
* Uphold CLEAResult culture framework in personal performance and be an active contributor in developing the CLEAResult culture within the company


* Ability to follow all safety requirements
* 0-1 years in customer service
* Demonstrate resourceful and energetic approach with all interactions
* Experience operating contact center phone software
* Accurate computer keyboard and data entry skills
* Experience with Microsoft office applications
* Excellent listening, telephone, verbal and written communication skills are essential
* Possess strong organizational skills with meticulous attention to detail
* Resilient attitude and adaptive to change
* Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities
* Ability to work flexible hours; split shifts are required on an as needed basis. Schedule may change with minimal notice. Must be willing to work evenings & Saturdays
* Bilingual English/Spanish a plus


* Energetic
* Resourceful
* Resilient
* Kind
* Empathy
* Patience

Additional Job Description

Physical Demands/Requirements

* Sit or stand for extended periods of time
* Bend or reach occasionally
* Use repetitive hand motion
* Lift, carry or push up to 15 pounds occasionally
* Office Environment

This position is in a general office environment with moderate noise, room temperature.

* Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status.

Keywords: CLEAResult, Inc., East Lansing , ICS Support Specialist I, Other , East Lansing, Michigan

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