Our team of Customer Service Representatives assists customers Monday-Friday 7 a.m. – 7 p.m. (subject to change based on the needs of the business). We also provide 24/7 support for outage and emergencies. Our team is the best in class at helping our customers during major storms. As such, weekends and holiday work will also be required as needed to support storm restoration and emergency activities. We value our customers and are looking for team members that are committed to delivering world-class value in each customer interaction.
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 take pride in serving our customers and communities and expect our team members to do the same. If you are honest, dependable, and excel in serving others, you will find this role fulfilling and impactful.
We’re looking for candidates who are:
- Excited to be a part of a team
- 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 and possess the resilience to work diligently, even in challenging circumstances
- 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
- Discussing rate options and educating customers about their energy usage
- Assisting customers with setting up payment arrangements through our self-serve channels
Functional Expertise:
- Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and educate customers on payment options
- Process service orders
- Respond to service and rate questions as well as billing inquiries
- Update and maintain customer Personally Identifiable Information (PII)
- Adhere to established policies, procedures and quality standards for work performed
- Report service disruptions (i.e., system outages and technical issues)
- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
- Clearly document all customer interactions
- Accountable for consistently meeting individual performance metrics including call handling and call quality expectations
Business Acumen:
- 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
- Manage peer relationships in a manner that supports trust and teamwork
If you are dedicated to delivering excellent customer service to customers with high expectations, we encourage you to apply. We provide training, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service.
This position is located in Gulfport, MS and on-site reporting is required.
