Customer Service Rep Ii

Job Purpose

• Apply customer payments
• Handle Emergency Calls
• Assist customers with billing issues both simple and complex
• Assist Customers with beginning and ending service
• Update customer account information
• Must live within 35 miles of the office or be willing to relocate within that range if an offer is extended
• Scheduling field orders in alignment with customer expectations
• Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service

Qualifications

• Must be available for full-time training; all training is paid time. Consistent and punctual attendance is a must.
• Complete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work.
• Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and correspondence.
• Act as First Responders – report for work during emergencies. i.e. Natural disasters.
• Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution, as well as, ensuring proper company resources are utilized to resolve issues with customer satisfaction.
• Must remain up to date with all verbal and written communications including using email and supervisor to agent communication tools.
• Must be willing to work assigned shifts, which may include weekends, holidays and/or overtime.
• Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary.
• Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs.

Key Accountabilities

• Customer Service Experience preferred
• Strong interpersonal verbal and written skills.
• Ability to multitask between multiple system applications
• Multi/bilingual candidates preferred but not limited to.
• Must have a minimum a High School Diploma or GED; some college preferred
• Applicant must successfully pass Company supported assessment (HireVue), classroom training, and meet all performance expectations, as determined by the Company.