HomeCareersSearch & ApplyInbound Customer Service – Level 2

Inbound Customer Service – Level 2


AZ, Tempe

Job type:


Job Description

 The Customer Retention Representative  (CRR) is a sales & service position that is emphasized role with primary focus on persuading and/or convincing new and existing customers to contract with Direct Energy and upselling/cross-selling customers on value-add products.  This person must be friendly, professional and genuinely interested in the needs of our customers while maintaining a positive and proactive approach to the position’s established guidelines and goals. A persuasive, teaching style of communication is required to communicate effectively with customers and peers. From time to time various non retention related customer service situations may also be handled and the CRR is expected to resolve these service related matters. Duties include: Receiving inbound and making outbound calls to existing and current customers in an effort proactively & re-actively address various customer related needs related to retaining them as a Direct Energy customer; Achieving specific daily, weekly, monthly sales targets established by the campaign manager; Actively following the RIGHT call flow model to ensure high customer satisfaction. 





  • Maintain appropriate availability and any associated KPIs (i.e. conversion %) for inbound calls as established by the manager
  • Maintain minimum sales per hour (SPH) for outbound calls as established by the manager
  • Meet minimum customer retention quota and conversion rate targets as established by manager
  • Meet minimum VOC) voice of the customer survey feedback requirements as established by manager. VOC is a measure of surveys conducted to various customers asking them about their experience
  • Meet minimum right first time targets as established by manager. Right First Time (RFT) is a measure of resolving the customers matter (i.e. renewal) correct the first time and thus, the customer does not need to call back for the same or an adjacent issue

Education Requirements:

  • High School or GED required; Some college or completed degree preferred


Work Experience:

  • Minimum of 3-5 years of previous experience within a customer facing environment required; Call Center experience of 2+ years preferred in an inbound/outbound sales environment
  • Must be sales oriented with a HIGH focus on customer service/experience
  • Must be socially focused; “How can I help you?” attitude
  • Prefers to work in a fast-paced environment
  • Effectively translates complex information into common terms
  • Persuasive, “selling” (rather than “telling”) communication style
  • Strong desire to work within a team oriented environment with high level of collaboration and teamwork
  • Type 30+ WPM, and ability to navigate through several internet based applications
  • Proficient in Windows-based computer programs with excellent navigation skills
  • Dependable and punctual in assigned work schedule


Overall Responsibilities may consistent of the following:

  • Become familiar with Direct Energy’s business and specifically understand products offered, in each of our brands and territories
  • Receive inbound calls to renew/extend/upsell existing customers energy plans with Direct Energy
  • Make outbound calls to retain/recapture customers to meet business needs
  • Adhere to Direct Energy’s RIGHT call flow structure to ensure high customer satisfaction
  • Communicate with customers over the phone, to resolve their questions or concerns regarding their account while identifying potential opportunities to renew or extend their existing energy plans
  • Handle incoming calls related to existing and pending customer related matters
  • Responsible for sales KPI through any digital channels such as online chat
  • Maintain an acceptable volume of various customer retention and sales per week and month; and a high percentage of good quality orders
  • Accurately document and update customer records in the computer system
  • Satisfy acceptable adherence to schedule and attendance policy
  • Other projects as needed

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability