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Senior Business Analyst


IL, Buffalo Grove

Job type:


Job DescriptionThe
focus of this position is working with and through others. This person will
build and maintain relationships while working closely and accurately within
the established guidelines of the position. Our ideal candidate is an
effective communicator; someone who is able to stimulate, motivate and engage
our customers while being aware of and responsive to their needs and
concerns. 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
your customers and peers. Since the nature of our phone calls are
time-sensitive, the work must be done in a timely manner while maintaining a
high level of accuracy and customer service.

  • High School Diploma or GED equivalent
  • Strong negotiation skills
  • Ability to develop relationships
  • Knowledge of repair costs
  • Previous background in Plumbing or HVAC desired

agents are responsible for taking inbound customer calls for over 90% of your
day; the remaining time will be spent performing admin/clerical duties (5%),
with the possibility of outbound follow-up calls to customers (5%). By
applying to this role you will be considered for one of the two departments
within our call center - our Services and Residential departments. 

Services Overview: Agents
are responsible for taking inbound calls from one of our three home service
brands: Mr. Sparky Electric, Benjamin Franklin Plumbing, and One-Hour Heating
and Air. Our call center currently services over 200 of our 500+ franchises,
which will continue to increase over the coming months and years. Customers
will be calling to inquire about pricing, with the possibility of scheduling
appointments for technicians to come to their homes. In addition, this
position will be required to up-sell and cross-sell products and services to
our customers. 
Residential Overview: Agents
are responsible for taking inbound calls from customers inquiring about our
home energy plans and prices. By establishing a relationship with these
customers, our agents aim to fully understand their customers’ needs,
determine which plans best suit them, then enroll them in our energy

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