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Escalation Care Agent - Bilingual (English/Spanish)
Just Energy
Provides energy solutions, offering electricity and natural gas services to residential and commercial customers.
Manage and monitor daily open cases/tickets and ongoing escalations that require actioning and tracks outcomes to ensure quick resolution, communicating any issues that arise;
Review and respond to customer concerns and inquiries on digital sites (social media sites, other websites specific to our industry);
Staying current on corporate initiatives, market changes and process changes that impact the customer resolution
Independently review customer calls and account audits to look for red-flag language indicators and repeat caller reports to take ownership of the customer’s case handling and turn into a positive resolution by taking the required actions which can involve coordinate with back office operations contacts for the required information and then making an outbound call, send an email to drive customer resolution
Provides feedback to contact center leaders and/or agents when processes or procedures are not followed
Answer escalated customer inquiries through phone, email or chat.
What you bring
2+ years
ms office
bilingual
call center
escalations
communication
2+ years’ experience working in a dynamic, fast paced customer contact center environment as an inbound specialist for customer service roles
Strong computer skills and basic knowledge of MS Office
Grammatical competence (written and verbal)
Bilingual (English / Spanish) is a MUST
Minimum 2 years call center experience is required, of which
Great communication skills
Health and wellbeing tools and resources and more…
College or University Education is a plus.
High School Diploma or Equivalent.
Alternately 1+ year experience in a customer escalations and white-glove resolution management
Candidates with experience within the retail energy customer service environment will be preferred.
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