Customer Experience Specialist (Remote)

Department

Operations

FLSA Status

Non-Exempt

Supervisor's Title

Customer Care Supervisor

Who we are

Our Purpose is to help people enjoy a better life and communities thrive. Corix has been building, operating, and maintaining water, wastewater, electric, gas and sustainable energy utility infrastructure for many years across Canada and the U.S. Our vision is to be the preferred utility delivering co-created solutions our customers want. Throughout our history, we have helped communities to grow and thrive by implementing safe and efficient infrastructure solutions that meet their unique needs. At Corix our values are safety, integrity, excellence, and connection.

The Corix team has an opportunity for a Customer Experience Specialist (Remote) located in Charlotte, NC . Responds to inquiries received through phone, email and/or written correspondence with customers by following standard scripts and procedures. Uses a computer system to track questions and answers as well as enter orders. Responds to inquiries requiring written response with the use of standard form letters. Works under direct supervision.

What you'll Do

Major Accountabilities

• Generate field activities to document and take ownership of customer complaints to provide solutions.
• Answer all incoming calls from customers and resolves billing and service issues.
• Respond to customers via telephone, email or written correspondence in a quick and accurate manner, in regard to routine customer requests, inquiries and complaints; forwards complex issues on to Help Desk Resolution.
• Review and respond to customer correspondence.

General Responsibilities

• Monitor system-generated shut off field activities for non- payment; makes payment plans in accordance with state regulations and company policy.
• Performs other duties as assigned.
• Initiate and terminate service as requested.
• Review and understand accounts and takes appropriate action to collect on debt owed to the company.
• Educate and transfer customer to make payments through MyUtilityConnect.
• Apply tariffs, and rules and regulatory requirements for all states, as required.
• Assist with account adjustments as necessary.
• Act as liaison between customers and service operators to resolve service issues to ensure customer satisfaction.

What you bring

Experience

• 2 -3 years of customer service experience

Education/Certifications

• HS Diploma or GED

Nice to have

• Contact center related experience is preferred. Knowledge of commonly used concepts, practices and procedures relating to customer service is helpful.

Please note:

Light to moderate physical activity, requires normal hearing and vision.

Management maintains the right to assign or reassign duties and responsibilities at any time.

Corix Group of Companies is an E-Verify participating employer.

Life at Corix

• Grow at Corix : Certifications/ Licenses reimbursement and more.
• Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.
• 401(k) Program : Employer contribution. Employer contribution made to the 401(k) plan are vested at 100% and start 30 days after your start.
• Health Benefits : The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, health savings and flexible spending accounts and more.
• Paid Time Off and Holidays : We offer 18 days of PTO and 11 paid holidays,
• Additional Benefits : Other great benefits include company provided life insurance, parental leave, Employee Assistance Program, discounted pet insurance and discounts on hotels, cars, and more

People Focused and Inclusive Culture

We attract and develop connected, high performing people of diverse background, ethnicities and experiences, who achieve their goals in alignment with our purpose, vision, and values. Creating an inclusive and respectful work environment where everyone is included and able to do their best work and feel as though they belong.

Corix is committed to providing an inclusive and accessible candidate experience. Accommodations are available upon request. We thank all candidates for their interest; however, only those shortlisted will be contacted.

EEOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, pregnancy, childbirth (or related medical condition), or any other characteristic protected by law.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

CWS**