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.
• 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
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
• Empathy and a "can-do" approach
• Strong listening and problem-solving abilities
• Ability to make customers feel appreciated
• Effective, clear, and professional communication skills.