Call Center Service Representative (Energy and Utilities)

Department: Customer Service

Summary

The Customer Service Representative (Energy and Utilities) is a front-line position that provides exceptional support to customers of an energy and utilities company. This role involves handling a wide array of inquiries, resolving billing issues, providing information about services, and assisting customers in understanding their energy usage. The ideal candidate will be patient, have strong problem-solving skills, and possess a clear understanding of the energy and utilities industry.

Key Responsibilities

• Customer Inquiries:
• Answer inbound calls promptly and professionally, addressing customer questions and concerns about billing, service outages, energy usage, payment options, and company policies.
• Assist customers with understanding complex energy bills and calculations.
• Educate customers about energy efficiency programs and conservation techniques.
• Problem-Solving:
• Troubleshoot and resolve billing disputes, working with customers to find fair solutions.
• Investigate service disruptions, escalating complex issues to the appropriate teams.
• Process service requests, account updates, and changes to customer information.
• Documentation and Data Entry:
• Maintain accurate records of customer interactions within the company's CRM system.
• Log and track service requests and complaints, ensuring timely follow-up.
• Company Representation:
• Uphold a positive and professional image of the company at all times.
• Demonstrate a willingness to go above and beyond to ensure customer satisfaction.

Qualifications

• Education:
• High school diploma or equivalent.
• Experience:
• 1–2 years of experience in a customer service role, preferably within a call center environment.
• Previous experience in the energy and utilities industry is a plus.
• Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multi-task, work under pressure, and manage a high call volume.
• Proficiency in basic computer applications and CRM systems.
• Proactive, empathetic, and customer-centric approach.
• Knowledge of energy and utilities terminology and concepts.
• Availability:
• Willingness to work flexible hours, including evenings, weekends, and possibly holidays, as needed.

Compensation and Benefits

• Competitive hourly rate
• Comprehensive benefits package (health, dental, vision, 401k, etc.)
• Opportunities for advancement within the company

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift
• Rotating shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Work Location: In person