EKPC is a leading cooperative dedicated to providing reliable, affordable, and sustainable energy solutions to the East Kentucky region. As a community-focused organization, we value innovation, excellence, and commitment to service in delivering power to our members.
Job Overview:
As a Live Chat Operator at EKPC, you will be a vital part of our customer engagement team, ensuring prompt and effective communication with our members. Your primary responsibilities include:
Real-Time Member Interaction:
Engage with members via live chat to address inquiries, provide information, and offer support on a wide range of topics related to our services.
Technical Assistance:
Provide immediate assistance for technical issues, guiding members through troubleshooting steps and ensuring a positive resolution.
Information Delivery:
Deliver accurate and up-to-date information regarding EKPC's services, programs, and energy-related initiatives.
Problem Resolution:
Efficiently resolve member issues within the live chat platform, escalating as needed, and ensuring seamless communication handovers if required.
Documentation:
Maintain detailed and accurate records of member interactions and resolutions within the live chat system.
Member Education:
Educate members on energy-saving practices, billing processes, and available resources through the live chat platform.
Collaboration:
Collaborate with cross-functional teams to continuously improve live chat processes, enhance member experience, and contribute to a positive work environment.
Requirements:
High school diploma or equivalent; additional education is a plus.
Proven experience as a live chat operator or in a customer service role.
Excellent written communication skills with the ability to convey technical information clearly.
Familiarity with live chat systems and proficiency in multitasking during real-time interactions.
Strong problem-solving skills and ability to adapt to a fast-paced environment.
Commitment to delivering exceptional customer service.
Join EKPC and become a key player in providing immediate and effective support to our members. Apply your communication skills and dedication to customer satisfaction in contributing to the energy solutions of East Kentucky.