Customer Service Representative

Job Description

We are seeking a friendly, detail-oriented Customer Service Representative to assist homeowners who are seeking help with government grant programs for home energy efficiency improvements. This role serves as a key point of contact, guiding customers through the process, answering questions, and ensuring accurate information is collected and communicated.

Responsibilities:

• Serve as the first point of contact for customers inquiring about government grants for home energy efficiency improvements
• Answer inbound phone calls and emails in a professional, friendly, and helpful manner
• Clearly explain program eligibility, application steps, and next actions
• Guide customers step-by-step through the process, ensuring understanding and confidence
• Collect and verify customer information accurately
• Review basic documentation and ensure required details are complete
• Assist customers with questions related to forms, timelines, and next steps
• Escalate complex issues or questions to the appropriate internal team when needed
• Enter and update customer information accurately in internal systems or CRM
• Track customer inquiries, application status, and follow-ups
• Maintain organized records and documentation
• Ensure all communication is accurate, consistent, and compliant with program guidelines

Qualifications:

• Prior customer service experience (phone and email support preferred)
• Excellent verbal and written communication skills
• Strong attention to detail and accuracy
• Comfortable explaining information clearly to customers with varying levels of understanding
• Professional phone presence and email etiquette
• Strong organizational and time-management skills
• Ability to multitask and manage multiple customer interactions
• Basic computer skills and comfort learning new systems

Key Skills:

• Customer service and communication
• Phone and email support
• Data entry and documentation accuracy
• Problem-solving and customer guidance
• Professionalism and empathy
• Attention to detail and follow-through