Customer Experience Agent - Fully Remote
Job description
This position is responsible for providing service to customers in the Electricity industry.
Essential Duties/Responsibilities:
Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner
Research account status and identify account issues
Address billing inquiries and resolve billing disputes
Process disconnection and re-connection requests
Enroll customers and resolve enrollment issues
Initiate collection activity on past due accounts and process disconnection and re-connection requests
Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role
Skills/Knowledge/Abilities:
Bilingual (English/Spanish) Required
Outstanding phone etiquette and polished communication skills (written and verbal)
Excellent listening skills
Ability to maintain a calm demeanor when dealing with agitated customers
Attentive to detail and committed to high quality customer service
Strong quantitative, analytical, and problem solving skills
Willingness to identify problems and suggest process improvements
Proficiency in Windows environment and MS Word and Excel applications
Comfortable in a fast paced environment where change is commonplace
Experience:
Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred
Experience within the retail electricity industry strongly preferred
Experience in similar markets such as utilities, telecom, or cable preferred
Apply Now
This position is responsible for providing service to customers in the Electricity industry.
Essential Duties/Responsibilities:
Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner
Research account status and identify account issues
Address billing inquiries and resolve billing disputes
Process disconnection and re-connection requests
Enroll customers and resolve enrollment issues
Initiate collection activity on past due accounts and process disconnection and re-connection requests
Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role
Skills/Knowledge/Abilities:
Bilingual (English/Spanish) Required
Outstanding phone etiquette and polished communication skills (written and verbal)
Excellent listening skills
Ability to maintain a calm demeanor when dealing with agitated customers
Attentive to detail and committed to high quality customer service
Strong quantitative, analytical, and problem solving skills
Willingness to identify problems and suggest process improvements
Proficiency in Windows environment and MS Word and Excel applications
Comfortable in a fast paced environment where change is commonplace
Experience:
Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred
Experience within the retail electricity industry strongly preferred
Experience in similar markets such as utilities, telecom, or cable preferred
Apply Now