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Inbound Customer Care Specialist for an Energy Company

Provide support to a pioneering, competitive retail electricity provider that offers cutting-edge products and solutions. This client serves both residential and commercial customers, offering a range of options to suit their needs, including energy-saving innovations, renewable energy initiatives, and other electricity-related products and services.

On a daily basis, Service Partners can anticipate engaging in the following tasks:

• Assessing, evaluating and answering customer billing questions

• Addressing customer concerns or inquiries

• Implementing payment extensions and payment plans

• Making efforts to retain customers who may be relocating, dissatisfied with their plan or rate

• Swiftly determining the customer's needs in the early stages of the call and offering a suitable plan

• Correctly enrolling the customer in the right plan

• Endeavoring to solve the customer's issues in a single call

• Displaying familiarity with the client's Energy procedures and policies

• Establishing trust and rapport with the client's Energy customer through clear and respectful communication

• Consistently striving to maintain high customer satisfaction while resolving issues

• Being aware of the "client call flow" and regulations

• Preventing the filing of Public Utilities Commission Complaints.

 

Requirements:

• Successful completion of background check and drug screening

• Availability to work a minimum of 15 hours a week, including a minimum of 4 hours on Saturday or Sunday.

• Access to a quiet, uninterrupted workspace

• Possession of a computer meeting or exceeding client-specified minimum requirements (laptop or desktop)

• Ownership of a USB headset with microphone (mandatory for certification and call handling)

• Reliable hard-wired broadband internet connection through DSL, Cable, or Fiber Optic

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Additional requirements for this client:

  • USB VoIP Headset is required in certification and while servicing

  • A USB VoIP Headset is mandatory

  • A minimum of 8 GB RAM is necessary

  • Service Providers must have the latest version of Windows 10 or 11 installed on their computer, fully updated with no pending updates

  • Windows 8.1 is not compatible with this requirement

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Success Factors:

• Empathy and a "can-do" approach

• Strong listening and problem-solving abilities

• Ability to make customers feel appreciated

• Effective, clear, and professional communication skills.

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