Joshua Crespo Email & Phone Number

Sayreville, Nj, Us

Wall Township, New Jersey, United States

•Handle higher level escalation for customer care inquiries and issues from the Sunlight Advantage® line•Analyze customer electric usage and solar energy production data to resolve high bill/high usage concerns; train and standardize the analysis process for the team•Provide customers with accurate information, resolve billing matters, and conduct investigations as needed; train and standardize the customer experience process•Communicate and interact with O&M team, Enphase Energy, and channel partners to schedule and coordinate repair issues and provide timely follow up to customer•Analyze, track, and summarize call volume, call types and trends, using current data; forecast future needs•Track and maintain all documents related to the collection process for accounts in default, foreclosure and bankruptcy; communicate and coordinate with collections lawyers as needed•Design, implement and manage monthly reports to understand sales, call trends and collections•Responsible for collection process documentation including accounts in default, foreclosure and bankruptcy; determine response and necessary actions•Oversee the referral bonus report monthly, confirming accuracy of the information and making sure that the bonuses are sent out on a timely manner•Participate in the enhancement of our systems and customer portal to facilitate outstanding customer experience; work with system coding team to coordinate enhancements and testing of enhancements•Identify and lead improvement opportunities for customer care•Analyze transactional customer care satisfaction survey data and provide support to Customer Experience Supervisor

Wall Township, New Jersey, United States

• Proactively respond to customers inquiries regarding bills, service, marketing and rates• Accurately schedule service and meter work requests with dispatch to ensure timely completion• Utilize software, databases, scripts, and tools appropriately such as PROD 7 and CTI• Identify and communicate to customers eligible for assistance programs such as HEAP, PAGE, NJ Shares, and set up accounts appropriately as needed• Make sales or recommendations for products or services that may better suit client needs.• Understand and strive to meet or exceed call center metrics while providing excellent customer service• Attentively collect delinquent balances of both active and inactive customers’ accounts • Ability to work efficiently in a fast-paced environment balancing phone calls, tasks, emails, chat, training, and projects for improving processes • Explain possible solutions, and ensure that clients feel supported and valued

Master Of Business Administration - Mba

Bachelor’S Degree, Business Administration, Sports Events And Tourism Marketing