The Customer Service Representative will:
Respond to various customers billing and service related inquiries via telephone and in writing.
Enroll new customers, offering appropriate products and services.
Offer new products and services to existing customers.
Process payments for current or outstanding balances.
Collect outstanding balances and/or negotiate appropriate payment arrangements.
Utilize various Faneuil and client software packages.
Ensure Customer Satisfaction & First Call Resolution.
Appropriately handle emergency calls regarding gas leakage, odor of gas, explosions and fires.
Handle customer and retailer inquiries.
Process order inquiry calls, initiate service orders and provide service order status updates.
Process billing calls; investigate meter read and other inquiries relating to billing accuracy or payment.
Process customer move-ins, adds and transfers.
Processes correspondence and update customer accounts. May compose written correspondence to resolve inquiries.
Processing refunds, compensation requests & changes to accounts.
Assessment and re-assessment of payment arrangements, giving information about current offers available.
Route escalated customer issues to higher level employees for resolution.
Tag, log, or otherwise enable root cause analysis for each non-emergency call for reporting purposes.
Execute outbound call messaging as indicated for various purposes e.g. collections, service orders, tree trimming, street lights, denial of access, and guard lights.
Make referrals and process requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy and other programs as necessary
Complete basic adjustments as outlined in job aid
Training is 7 weeks long, Monday through Friday 9am-6pm, with an hour lunch.
Normal Call Center hours are 7am-8pm M-F; Sat 8am-5pm.
An above average knowledge and ability to use a PC; including and not limited to Word, Excel, Internet Explorer and be confident in navigating multiple screens simultaneously in the Windows operating system and environment. All the product knowledge you require will be provided in your first few weeks with the company.
Individuals need to be performance focused and display a flexible attitude. Excellent call handling skills are required.
Successful applicants should ideally have at least 1 years’ experience of working within Customer Services environment.
Ability to meet individual deadlines, metrics and team goals.
Ability to manage multiple responsibilities, while effectively focusing on priority issues.
Ability to work cooperatively in a group environment to achieve common goals.
Successful applicants should have Client & Customer Focus, Performance Focus, Solving Problems, Respecting Others, Working with Others, Confidence & Communication, Working Pro-actively
High school diploma or equivalent required
One (1) year utility experience preferred
Advanced problem solving skills
Above average analytical ability and mathematical skills
Solid grammar in both written and spoken word
Final candidates for this position will need to successfully complete drug screening and a criminal background investigation.