Bilingual Customer Support Specialist – English / Spanish

Peregrine Energy Group is a boutique Boston-based consulting company that manages community electricity aggregation programs for 40 cities and towns in Massachusetts. These programs provide communities with stable electricity pricing while also helping many to transition from fossil fuels to renewable electricity sources.

We seek a Bilingual Customer Support Specialist that is fluent in English and Spanish to answer inbound calls and emails from the public and to provide support for other related operational tasks. The Bilingual Customer Support Specialist will address and resolve questions around program participation, help callers to understand their electric bills, and also answer questions about renewable energy and related topics. Exceptional communication skills and strong attention to detail are a must, as are empathy and patience.

The position is not located within a large call center. Rather, you would be a critical member of our small team. A team-oriented mindset and a willingness to pitch in are essential.

Responsibilities:

This position will include externally and internally facing responsibilities, for example:

  • Answering customer support questions from the public over the phone and via email.
  • Entering customer support case information into our ticket management system.
  • Researching customer and escalating customer issues and working collaboratively with internal and external resources toward a resolution.
  • Reviewing detailed reporting and identifying performance gaps.
  • Using Microsoft Office products such as Word and Excel to provide support for operational tasks.

Competencies, skills, and attributes:

  • Fluent in English and Spanish.
  • Clear communicator and capable of explaining complex topics in simple terms.
  • Strong writing skills.
  • Organized and detail oriented.
  • Able to handle busy phones and customer requests while maintaining a pleasant, customer-focused demeanor.
  • Interested in, or experienced with, helping the public to understand electricity bills, renewable energy, and other energy-related topics, and a desire to learn what you don’t know.
  • Patient and empathetic.
  • Fluent in office software, including Word and Excel.
  • Comfortable in a small-company environment where everyone wears many hats and willing to pitch in, no matter the task.
  • A fast thinker and learner who is able to collaborate with colleagues when needed and also work independently when needed.

Nice to have but not required:

  • Experienced using Happy Fox for ticket management.
  • Experienced using MS Access and / or Tableau software.
  • Familiar with WordPress and/or HTML.

Work location:

  • This position is based in our Boston office, which is near North Station. The position will begin as an in-office position for at least the first 6 months of the role. However, with time and experience, a hybrid work arrangement can be possible. Being able to work regular Eastern Standard Time (EST) hours is a must.

Compensation & key benefits:

  • Competitive salary
  • 100% employer paid health insurance and long-term disability insurance
  • 401K retirement plan with employer match
  • 3 weeks of vacation time plus 10 holidays
  • A flexible, collaborative team.

To apply:

Please email your credentials to info@peregrinegroup.com with the subject line Bilingual Customer Support Specialist. We recommend that you include a cover letter that helps us to understand how you are suited for the role.

 

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