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