Get to know your co-op: CoServ Customer Care (Part 2)
COSERV’S CUSTOMER CARE handles thousands of calls every month and, as you saw in Part 1 in the September edition, we want every interaction with Members and Customers to be a positive experience.
There’s a lot that goes on behind the scenes to make that happen.
How do we ensure that our Customer Care Specialists provide consistent service? And how do we help educate people regarding energy efficiency? We’ll answer those questions and more as we take a closer look at those teams in Part 2.
What is Quality Assurance?
Quality Assurance reviews call recordings, emails and chat logs to ensure everything is handled according to CoServ’s high standards, said Michael McCarty, Customer Operations and Quality Supervisor.
“Engagement is the most important – we want to take time to interact with our Members and Customers and ensure we’re not just treating that call as a transaction,” said Michael. “Since we’re a cooperative and we live in the area we serve, we can relate to our Members and Customers because we understand where they’re coming from.”
Quality Assurance facilitates peer-to-peer coaching sessions where Customer Care Specialists listen to each other’s calls and read emails and chat logs to share best practices and feedback.
“You may find that someone does a good job explaining something and you may try to implement that for your calls,” said Vic Lee, Contact Center Manager.
What role does Energy Solutions play?
One of the most common questions Customer Care receives is what’s causing high energy usage and how to reduce it.
This is the Energy Solution team’s specialty. They’re experts at identifying where your home could be wasting energy and can give you hints, tips and tricks on how to reduce usage. They do that through free Energy Assessments, either in-person or over the phone, and by training Customer Care Specialists so they can better serve you.
“That’s why the assessment is so important because it helps people be more comfortable in their homes and businesses while also saving money,” said Josh Sterling, Manager of Energy Solutions.
Josh’s team handles many other topics, including questions about electric vehicles and rooftop solar inquiries and inspections.
Together, they harmonize
It takes all four groups working in harmony for CoServ to make beautiful music, or in this case, provide spectacular Customer Care.
“The training and education create a consistent message that is reinforced by our Quality Assurance Team and implemented in phone calls, emails and chats by our Customer Care Specialists every day,” said Stephen Meers, Director of Customer Operations. “And when there are questions about energy efficiency, high bills or solar, our Energy Solutions team is always ready to help.”