Customer Care Representative

Title Customer Care Representative 1
Duration 01 years
Location - Gulfport MS 39503 or Meridian MS 39305 or Hattiesburg MS 39401
Work hours: Standard

Job Description:

• We value our customers and are looking for team members that are committed to delivering world-class value in each customer interaction.
• On a typical day our consultants can have a conversation with customers about starting stopping or transferring their service discussing payment options offering personalized energy-related products and services reporting emergency situations and other general inquiries. We take pride in serving our customers and communities and expect our team members to do the same. If you are honest dependable and excel in serving others you will find this role fulfilling and impactful.

Were looking for candidates who are:

• Excited to be a part of a team.
• Naturally curious and take pride in resolving issues.
• Kind and efficient
• Empathetic and resourceful
• Willing to make important decisions.
• Excellent at figuring out solutions to problems.
• Dependable and possess the resilience to work diligently even in challenging circumstances.
• Self-aware and have the drive to take ownership of their career.

Responsibility:

• Explaining billing issues and understanding common causes of high bills
• Initiating transferring and disconnection of electric service while offering products and services that meet our customers needs.
• Discussing general customer inquiries
• Discussing rate options and educating customers about their energy usage
• Assisting customers with setting up payment arrangements through our self-serve channels

Functional Expertise:

• Answer complex credit and billing inquiries investigate high bills analyze customer credit status quote amount due offer solutions and educate customers on payment options.
• Process service orders.
• Respond to service and rate questions as well as billing inquiries.
• Update and maintain customer Personally Identifiable Information (PII)
• Adhere to established policies procedures and quality standards for work performed.
• Report service disruptions (i.e. system outages and technical issues)
• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Clearly document all customer interactions
• Accountable for consistently meeting individual performance metrics including call handling and call quality expectations.

Business Acumen:

• Must be able to work in a 24/7 working environment where shifts change due to business needs and seasons.
• Must be able to work required overtime and fulfill on-call obligations.
• Maintain working knowledge of all company products and services.
• Responsible for maintaining the security of customer records.

Engagement:

• Participate in activities designed to improve customer satisfaction and business performance.
• Manage peer relationships in a manner that supports trust and teamwork. If you are dedicated to delivering excellent customer service to customers with high expectations we encourage you to apply.
• We provide training a supportive environment for learning and growth top pay and benefits and a culture that is built on the highest standards of customer service.
• This position is located in Gulfport MS and on-site reporting is required.