Position Summary

The Customer Care Specialist 1 provides excellent service to our Members and Customers via phone and in person. They engage in a friendly and professional manner while actively listening to concerns. They answer questions, resolve problems, and provide trouble-shooting assistance. They communicate in an energetic fashion that is empathetic, courteous, and professional. The Customer Care Specialist 1 is an advocate for Members and Customers and seeks to resolve concerns on the first call or visit.

Primary Position Responsibilities

• Responsible for taking the initiative to gain knowledge and experience by utilizing internal resources (i.e., knowledge capture, training materials, Teams posts).
• Directs Members / Customers, general public and others to proper person or department according to their needs.
• Advises CoServ Members / Customers of energy conservation measures, billing rates, and CoServ payment options.
• Assists Members / Customers with all related questions concerning electric and gas bills.
• Updates account information as needed.
• Handles difficult calls while maintaining poise, courtesy, and professionalism.
• Consistently meets department standards.
• Researches misapplied payments and make necessary adjustments.
• Possesses a working knowledge of the disconnect policy for both gas and electric accounts.
• Creates service orders for Assets Protection to process damage claims.
• Initiates payment arrangements.
• Takes service orders for connects and disconnects.
• Initiates check requisitions.
• Monitors and follows up on special circumstances with Members / Customers when applicable.
• Understands the service order process and correctly initiates the service order type to the appropriate department.

• Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

Secondary Position Responsibilities

• Performs other duties and activities as directed.

Supervisory Responsibilities

• None

Position Requirements

Education and Certifications Required

• High School Diploma or G.E.D equivalency.

Education and Certifications Preferred

• Associates degree or two years post-secondary education in business or communications.

Experience Required

• One year of customer service experience in a contact center or retail environment.

Experience Preferred

• Two years of experience in a contact center environment.

Skills and Abilities Required

• Basic typing and 10-key skills
• Knowledge of basic mathematics (addition, subtraction, percentages)
• Effective oral and written communication
• Ability to work in a team environment
• Good judgement and problem-solving skills
• Must be dependable, reliable, and punctual.
• Ability to use standard office / business equipment
• Ability to observe all safety rules and regulations

Skills and Abilities Preferred

• Knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)
• Bilingual in Spanish

Physical Requirements

• Operates office equipment such as a computer, telephone, fax machine, copier, etc.
• Indoor, office environment.
• Ability to lift a minimum of 25 pounds.
• Ability to sit for long periods of time.
• Requires frequent sitting, standing, walking, bending, and reaching.

Other Requirements

• Work schedule will be a minimum of 20 hours but not more than 30 hours per week.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)