Answers inbound calls from customers to provide responses to inquiries about natural gas services; handles and resolves complaints; and activates the process of turning on or off service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:
Handles and resolves customer interactions with complete confidentiality; Strives for “one call” resolutions.
Assists with customer questions, complaints and billing inquiries;
Completes work processes to maintain, update and/or activate customer accounts for all markets: Keeps records of customer interactions and transactions; Records details of inquiries, comments, complaints, and actions taken.
Consistently applies company policies and procedures in all interactions.
May act as “on the job trainer” for newly hired representatives.
Performs other duties as assigned by supervisor.
The qualifications listed below are representative of the educational level, experience, knowledge, skill, and/or ability required to perform the job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associates degree from two-year college ; or equivalent combination of experience/education.
1 year of customer service experience in an inbound call center (preferred).
Knowledge, Skills, and/or Abilities
Interpersonal skills – Focuses on solving conflict; maintains confidentiality as needed; listens to others without interrupting; keeps emotions under control; exhibits objectivity and openness to others’ views; treats people with respect; approaches others in a tactful manner.
Verbal communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Written communications – Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
Ethics – Works with integrity and ethically; upholds organizational goals.
Professionalism – Reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Is passionate about customer service.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
Quality Management & Quantity – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Flexibility – Ability to work varied shifts; Available for shift changes and/or additional hours.
Language Skills – Bilingual skills may be required at any time due to business needs.
To perform this job successfully, an individual should have:
Proficient knowledge of MS Office Suite (Outlook, Word, and Excel).
Basic knowledge of customer service software, desired.
Ability to type >35 cwpm.
Certificates and Licenses
No certifications needed.
This job has no supervisory responsibilities.
WORKING CONDITIONS :
The work environment, physical and mental conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Physical and Mental Demands:
The employee must occasionally lift and/or move up to 30 pounds with assistance.
Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to stand, walk, sit; use hands to handle or feel; talk or hear; analyze, differentiate, perform math calculations, and solve problems. The employee is occasionally required to climb or balance; kneel, crouch, or crawl.
Infinite Energy is an EOE/AA/mfdv employer
Infinite Energy markets wholesale and retail energy products in an ethical and profitable manner. Infinite Energy grows the company by...