Responsibilities

• Initiate work requests for electrical work or non-electrical work that requires a service shutdown, provide updates to work requests and clear inspections from wire inspectors
• Resolve problems by clarifying the customer complaint, determining the cause of the problem, selecting the best solution to the problem, expediting corrections, and follow-up to ensure customer questions are resolved
• Proficient in all platforms designed to support customer account transactions and interactions
• Perform and be proficient in back-office customer service work responsibilities
• Respond to storm / emergency events outages and service interruptions
• Respond promptly and professionally to simple customer calls and inquiries (Example : Trouble calls, Pay Assist / Collection, Simple Connections Electric Service Request, Transfer Service).
• Intake calls from electricians / contractors, create work requests for electrical work or for non-electric work that requires service shutdown
• Clear inspections from Wire inspectors
• Schedule meter installs, remove / install locks & seals
• Perform general simple account maintenance and data entry
• Complete necessary requirements related to start accounts and final accounts
• Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities
• Triage and appropriately escalate customer issues for resolution
• Maintain an updated knowledge of customer related processes, services, and programs
• Establish and maintain good rapport with customer by using positive language and anticipating their needs
• Perform other related duties as assigned

Qualifications

• High School diploma or equivalent required.
• Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems.
• Demonstrated ability and adequate experience in related Customer Service jobs. 1 years of previous customer service experience is a plus.
• Ability to : Perform duties with speed, efficiency, and accuracy.Understand verbal and written instructions, procedures, and methods as they pertain to job functions.

Multi-task, prioritize and manage time effectivelyDOT drug testing is a requirement for this position

Last updated : 2024-04-30