We believe what’s good for the planet is good for business. We’re CarbonBetter, a certified minority-owned energy logistics company that’s tackling climate change from the inside. We're proud to be the largest minority-owned business in Austin and the 4th largest privately owned business headquartered in Austin. We’re growing our team, and we’re looking for creative thinkers who want to help us build a better future. Learn more here: This role sits within our Retail Energy Division and English fluency is required. Provision and Peak 6 Power & Gas are retail energy suppliers that serve electricity and natural gas to homes and small businesses in Ohio, Michigan, and California, USA, and are subsidiaries of CarbonBetter. We’re seeking a new Quality Control Analyst to join our team to review and score customer enrollments received by the company. Position Overview Our Quality Control Analysts help review and score customer enrollments received by the company against a set of specific qualitative and quantitative criteria to ensure accuracy and quality. Reviewing and scoring activities include confirming the details of the enrollment, listening to recordings of sales interactions and submitting your feedback via an online form, calling the customer to welcome them to our service, and other related tasks. A key part of this role is providing accurate, specific, and timely feedback to our internal sales team to ensure we can continuously improve our sales processes and customer experiences. In this role, you may also have the opportunity to be cross-trained as a Customer Care Agent to help customers manage their electricity and natural gas supply accounts, and select, update, or cancel their energy plans. Customer Care agents also save customers from cancellation as well as cross-sell and up-sell customers when specific conditions are present, with variable compensation attached to those results. - **Fluency in English is required for this role. **_ **Responsibilities**: - Complete assigned quality control tasks in a timely and thorough manner - Place assigned welcome calls to new customers when they join our service - Escalate questions and concerns, when needed - Provide detailed feedback regarding customer experiences and enrollment quality - Engage with teammates over Slack in a timely, clear, and consistent manner - Complete ad-hoc tasks and projects, as needed - If assigned as part of responsibilities: - Inbound and outbound telephonic customer support, helping residential and small business customers with their energy supply account - Executing quality control processes to ensure new and existing customers have an ideal experience - Saving from cancellation, cross-selling, and up-selling customers at relevant times About You - You’re a team player with prior experience working in a customer-facing role - You communicate effectively and proactively with your team and customers - You ask for help when you need it, and you’re adept at problem-solving - You’re extremely patient and reliable - You’re very comfortable learning new software and following detailed processes - You take detailed notes regarding customer issues to escalate - You are fluent in English How Success is Measured - Completing assignments timely and accurately - Escalations of concerns and questions, when appropriate - Escalations are specific, timely, and helpful to ensure continuous improvement - Proactive communication with teammates - Positive and consistent demeanor with teammates and customers - Willingness to take on ad-hoc projects, when needed **Requirements**: - Must have two (2) or more years of remote customer support experience in a phone-centric role - Must be able to follow specific instructions and processes - Must be able to sit at a computer Monday through Friday, between 8:00 am to 6:00 pm CT - Must have excellent verbal and written communication skills in English and Spanish - Must be comfortable with new software and online tools - Must be patient, empathetic, and understanding even in the most challenging circumstances **Benefits**: - Update **Application Instructions** update Pay: $1,683,998 - $3,157,172 per month Ability to Relocate: - Medellín, Antioquia: Relocate before starting work (required)