We are searching for Customer Service Rep II on behalf of our client. This is a 6-month contract assignment.
This is a Sales Support role in the Retail Energy Market. The successful candidate for this role will have experience in the retail energy environment; possess common knowledge of the PUCT rules and regulations specific to the energy industry with excellent interpersonal, time management, communication, and organizational skills with a strong dedication to providing exceptional customer service.
Location: Houston, TX
Job Overview:
This position requires critical decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, etc. with knowledge of corporate procedures & policies. Position emphasizes public relations and effective revenue risk management. Handles situations, which may require adaptation of response. Provides direction and guidance to less experienced team members.
Will receive inbound Assist telephone calls, from Sales Support and Sales as business need it. Responds to assist agencies, inquiries in an efficient and courteous manner and records/processes commitments on customer’s accounts as appropriate. Also, may work with Area Coordinators to resolve agency/customer issues. Reports fraudulent conditions to management.
Job Duties & Responsibilities:
- Receives customer’s documentations, verifies customer’s identity, possible fraud, switch Hold, etc.
- Receives inbound calls from customers inquiring about pending enrollments for Residential and Small Commercial customers.
- Performs outbound calls to follow up with customers to ensure the customer is aware of the hold in their order and the process to follow to execute the order of service.
- Able to identify coaching opportunities for Care/Sales agents to ensure we are following the company’s stablished rules.
- Provide accurate reports in a timely manner to other departments as required, these reports provide critical agent’s performance.
- Provides coaching opportunities to 3rd party vendors in a professional way.
- Provides agent coaching that support all customer growth initiatives.
- Recommends process improvements to training and management teams.
- Maintains working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk.
- Ability to meet attendance and storm duty requirements.
- Performs other job-related duties as assigned.
Required Qualifications
- High School Grad / GED
- Experience: 2+ years
- Intermediate to advanced level of knowledge/expertise with Microsoft Office products as well as Internet technology is preferred to be successful in this role.
Preferred Qualifications
Associate degree.
EOE of Minorities / Females / Vets / Disability.
FL: 16857
