Address
Form of work
SalaryCustomer Service Representative (Energy and Utilities)
Department:Customer Service
Reports To:Customer Service Supervisor/Manager
Summary
The Customer Service Representative (Energy and Utilities) is a front-line position that provides exceptional support to customers of an energy and utilities company. This role involves handling a wide array of inquiries, resolving billing issues, providing information about services, and assisting customers in understanding their energy usage. The ideal candidate will be patient, have strong problem-solving skills, and possess a clear understanding of the energy and utilities industry.
Key Responsibilities
- Customer Inquiries:
- Answer inbound calls promptly and professionally, addressing customer questions and concerns about billing, service outages, energy usage, payment options, and company policies.
- Assist customers with understanding complex energy bills and calculations.
- Educate customers about energy efficiency programs and conservation techniques.
- Problem-Solving:
- Troubleshoot and resolve billing disputes, working with customers to find fair solutions.
- Investigate service disruptions, escalating complex issues to the appropriate teams.
- Process service requests, account updates, and changes to customer information.
- Documentation and Data Entry:
- Maintain accurate records of customer interactions within the company's CRM system.
- Log and track service requests and complaints, ensuring timely follow-up.
- Company Representation:
- Uphold a positive and professional image of the company at all times.
- Demonstrate a willingness to go above and beyond to ensure customer satisfaction.
Qualifications
- Education:
- High school diploma or equivalent.
- Experience:
- 1-2 years of experience in a Customer Service role, preferably within a Call Center environment.
- Previous experience in the energy and utilities industry is a plus.
- Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to multi-task, work under pressure, and manage a high call volume.
- Proficiency in basic computer applications and CRM systems.
- Proactive, empathetic, and customer-centric approach.
- Knowledge of energy and utilities terminology and concepts.
- Availability:
- Willingness to work flexible hours, including evenings, weekends, and possibly holidays, as needed.
Compensation and Benefits
- Competitive hourly rate
- Comprehensive benefits package (health, dental, vision, 401k, etc.)
- Opportunities for advancement within the company
Job Type: Full-time
Pay: $18.95 - $22.82 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
Shift:
- Day shift
- Evening shift
- Morning shift
- Night shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Remote
Work Location: Remote
