Our team of Customer Service Representatives handle more than 10,000 calls a month. We assist customers Monday-Friday 7 a.m. – 7:30 p.m. and provide 24/7 support for emergencies. Some weekends and holiday work will be required. Our team is the best in class at helping our customers during major storms. We value our customers and are looking for team members that will deliver solutions to meet their specific energy needs. Our culture is founded on relationships, empathy, and loyalty.
Skill development, coaching and mentoring are also paramount to our culture. Our employees are trusted to be creative and innovative to achieve customer and operational excellence.
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, report emergency situations, and other general inquires.
We are seeking candidates who are:
- Excited to be a part of a team
- Enjoys working in a fast-paced work environment
- 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
- Self-aware and have the drive to take ownership of their career
What you’ll be responsible for:
- 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 inquires
- Educating customers about their energy usage
- Assisting customers with setting up payment arrangements through our self-serve channels
- Diagnosing trouble with electric service and reporting dangerous or hazardous situations
Functional Expertise:
- Answer complex billing inquiries, investigate high bills, quote amount due, and offer solutions
- Process service orders
- Respond to service policies and rate questions
- Update and maintain customer personal identifiable information
- Adhere to established policies, procedures and quality standards for work performed
- Coordinate work requests with appropriate departments and service centers
- Report service disruptions (i.e., system outages and technical issues)
- Effectively transfer misdirected customer requests to appropriate department
- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
- Determine documentation requirements
- Provide information related to outside assistance and other options
Availability and Confidentiality:
- Must be able to work in an 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.
- Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels
- Manage peer relationships
Driving Results:
- Accountable for meeting individual performance objectives consistently
- Accountable for all metrics that attribute to overall team goals including service level, self-service transaction growth and channel satisfaction
- Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed.
If you enjoy delivering excellent customer service to customers with high expectations, apply now! You will gain skills and grow your career with one of the Southeast's largest and most well-respected employers. We provide exceptional training programs, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service.
