Customer Service Associate

Description

• Respond to customer, electrician and contractor calls in accordance with established performance and quality metrics both verbal and written via multiple channels (phone, email, chat, etc.)
• Establish and maintain good rapport with customer by using positive language and anticipating their needs
• Schedule meter installs, remove/install locks & seals
• Triage and appropriately escalate customer issues for resolution
• Resolve problems by clarifying the customer complaint, determining the cause of the problem, selecting the best solution to the problem, expediting corrections, and follow-up to ensure customer questions are resolved
• Maintain an updated knowledge of customer related processes, services, and programs
• Intake calls from electricians/contractors, create work requests for electrical work or for non-electric work that requires service shutdown
• Perform general simple account maintenance and data entry
• Initiate work requests for electrical work or non-electrical work that requires a service shutdown, provide updates to work requests and clear inspections from wire inspectors
• Respond to storm/emergency events – outages and service interruptions
• Complete necessary requirements related to start accounts and final accounts
• Respond promptly and professionally to simple customer calls and inquiries (Example: Trouble calls, Pay Assist/Collection, Simple Connections Electric Service Request, Transfer Service).

Requirements

• Successful completion of federal DOT drug testing is a requirement for this position
• Understand verbal and written instructions, procedures, and methods as they pertain to job functions
• Demonstrated ability and adequate experience in related Customer Service jobs. 1+ years of previous customer service experience is a plus
• Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems
• Multi-task, prioritize and manage time effectively
• Perform and be proficient in back-office customer service work responsibilities
• High School diploma or equivalent is required
• Proficient in all platforms designed to support customer account transactions and interactions

Benefits

• Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities
• Clear inspections from Wire inspectors

Training + Development

Interview process

Visa Sponsorship

Security clearance