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 ERCOT retail electricity market strongly preferred
- Experience in similar markets such as utilities, telecom, or cable preferred
Job Type: Full-time
Pay: $35,000.00 - $40,000.00 per year
Benefits:
Shift:
Work Location: Remote
