Customer Service Representative

Description

• Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
• Prepare field orders (including but not limited to turn-ons, turn-offs, transfers, leak survey, meter change and removals)
• Effectively transfer misdirected customer requests to an appropriate department when assistance cannot be provided
• Utilize guidance provided through company and departmental policies, procedures, work rules and other sources of guidance, including leadership, to make decisions regarding account protection, collection, and adjustments, including but not limited to budgets and payment arrangements
• Adhere to established performance standards, policy, procedure and quality standards within service standards or metrics for work performed.
• Communicate general information to address customer needs, including but not limited to web-based applications, payment options, payment locations and contact info, payment terms and information intended to help customers better understand their service, bills, or account status
• Address customer bill, service and account inquiries received via phone with the goal of providing first contact resolution
• Participate in product or system testing as requested
• Assist employees of a higher classification as assigned by management and perform other similar or less skilled work as assigned by management.
• Use knowledge of ETG services and products to provide customers with solutions that alleviate their challenges, issues, or concerns.
• Perform transactions related to and including activation of new customer accounts
• Ensure performance of work occurs within regulatory requirements, while always working within company and departmental policies, procedures, work rules and other sources of guidance, including leadership
• Support and provide knowledge transfer to fellow employees.
• Provide information related to utility assistance and other options.
• Report service disruptions internal and external (vendor, process & systems).
• Provide customers with specific account information, update and maintain accounts as requested, performing the appropriate research, and using the necessary resources to ensure accurate, efficient, and expedient responses.

Requirements

• High school diploma or GED
• Offer solutions and solve problems that may require reliance on conceptual thinking

Benefits

• 401(k), with generous company match
• Flexible vacation, Paid Time Off, and Sick Leave package
• Comprehensive Health, Dental, and Vision Insurance
• Short-term and Long-term Disability Insurance

Training + Development

Interview process

Visa Sponsorship

Security clearance