Retail Customer Service Rep 1

Title: Customer Service Representative

Location: Hattiesburg MS 39401

Job Type: 12 months
XXXX: XXXXXXXXXXX hourly on W2

Shift: (Our core business hours from 7am to 7:30 pm MF but we are responsible for customer operations 24 hours a day; 7 days a week;

Position Summary

• Our team of Customer Service Representatives assists customers in person at our Business Office. We value our customers and are looking for team members committed to delivering world-class value in every customer interaction.

On a typical day consultants may:

• Discuss starting stopping or transferring electric service
• Explain payment options and offer personalized energy-related products and services
• Report emergency situations
• Address other general inquiries

We are seeking candidates who are:

• Excited to be part of a team
• Naturally curious and take pride in resolving issues
• Kind efficient empathetic and resourceful
• Willing to make important decisions
• Excellent problem-solvers
• Dependable and resilient
• Self-aware and driven to take ownership of their career
• Computer-savvy proficient in Microsoft Outlook Word Excel and PowerPoint

Responsibilities

• Explain billing issues and identify causes of high bills
• Initiate establish transfer and disconnect electric service while offering appropriate products/services
• Handle general customer inquiries and XXXX discussions
• Educate customers on energy usage and payment options
• Assist customers with self-serve payment arrangements

Functional Expertise

• Answer complex credit and billing inquiries
• Investigate high bills analyze customer credit status quote amount due and offer solutions
• Process service orders and respond to service/XXXX questions
• Update and maintain customer Personally Identifiable Information (PII)
• Adhere to established policies procedures and quality standards
• Report service disruptions system outages and technical issues
• Provide solutions to unstructured problems requiring conceptual thinking
• Clearly document all customer interactions
• Meet individual performance metrics including call handling and call quality

Business Acumen

• Adapt to a 24/7 working environment with shift changes due to business needs
• Work required overtime and fulfill on-call obligations
• Maintain knowledge of all company products and services
• Ensure security of customer records

Engagement

• Participate in activities to improve customer satisfaction and business performance
• Manage peer relationships in a manner that fosters trust and teamwork

Qualifications

• High school diploma or GED equivalent required
• Reliable committed and customer-focused
• Excellent interpersonal organizational and multitasking skills