Position Title: Customer Care Representative I, II, III Reports To: Call Center Supervisor
If you are interested in having a positive impact on EnergyUnited members/customers through assisting their needs directly, we’d like to meet you!
The Customer Care Representative will be responsible for the handling of customer interactions to ensure a consistently high-quality member experience in support of EnergyUnited strategic goals and initiatives. The perfect candidate will have excellent customer service skills with related experience, a passion and desire to positively influence members in a customer focused role, be able to serve as a team player and have a good public image. This position is classified as Telework, allowing an employee to perform work from their home for the position, and is non-exempt as defined by the Fair Labor Standards Act as amended.
** Level to be determined by experience **
Broad Scope of Accountability & Duties:
Provide quality customer service related to member interactions to ensure a consistently high-quality member experience in the support of EnergyUnited strategic goals and initiatives.
Customer Care Representative 1 - Key Accountabilities & Duties
Provide quality customer care for EnergyUnited customers while adhering to EnergyUnited service rules and regulations.
Accept and process payments made from customers through mail, night depository, and phone.
Complete daily cash sheet, reconcile cash drawer, prepare daily bank deposit as well as balance credit card payments when needed.
Handle customer service inquiries regarding billing information, service requests, maintenance, outages, etc., as well as make unsupervised decisions concerning pay arrangements and adjustments.
Manage administrative processes for all areas, including but not limited to customer letters and faxes, address changes, customer files, returned mail, payment arrangements, and guarantors and mailing new member packets.
Communicate efficient use of electricity as well as inform customers of marketing programs available.
Demonstrate proper use of Customer Information Systems (CIS), email, On-Line credit reporting and other programs as the job requires.
Demonstrate flexibility toward working outages and extended shifts as well as flexibility to travel to other offices to work in the service area as needed and instructed.
Maintain a high level of confidentiality and professionalism
Ensure compliance with safety manual and all safety related policies.
Customer Care Representative 1 Requirements:
Have an Associate degree related to customer service or a High School diploma plus 4 years related customer service experience.
Minimum of 4 years customer service background with multi-line telephone and PC programs.
Proficient in PC programs and Customer service.
Customer Care Representative 2 - Key Accountabilities & Duties Same as Customer Care Representative 1, plus the following:
· Respond to all customer inquiries by phone, email, or via web chat as well as maintain an acceptable login and call answered volume to achieve predetermined goals and objectives. · Provide high-quality customer service by responding to all members’ needs including but not limited to general and billing inquiries, requests related to high-bill complaints, delinquent accounts, adjustments, revenue recovery situations, EnergyAdvantage prepaid program, security lights, capital credit, energy efficiency, returned checks, service and outage restoration. · Explain company rates, demand rates, policies, procedures, back billings, EnergyUnited’s products and services, service installation and construction procedures to members. · Understand Advanced Metering Infrastructure (AMI), MeterSense, Stakeout, OMS functionality to handle billing inquiries; identify potential voltage problems; process move-in/move-out requests; perform remote disconnection for delinquent accounts; and provide essential information to assist members in managing their electric usage and costs. ·Transfer Propane inquiries and emergency service calls as needed. ·Notify CCR Lead, Supervisor and/or Manager, Customer Care of potential problems.
Customer Care Representative 2 Requirements:
Same as Customer Care Representative 1, plus the following:
Preferred 12 months as a Customer Care Representative I or 4 years of customer service experience.
Have 90% of calls rates as Satisfactory or Exceptional quality.
Meet or exceed defined expectation for outage response, availability, and attendance.
Ability to handle various service requests, billing inquiries, outage reporting, and collection activities.
Customer Care Representative 3 - Key Accountabilities & Duties Same as Customer Care Representative 1 & 2, plus the following:
· Proficient at handling service requests for electric and other products and services. · Promote services that support a lower cost of doing business. · Handle customer service activities for builders and developers, apartment complexes, and commercial and industrial accounts. · Expert in providing energy efficiency information and advice to the member. · Resolve and/or recommend resolution to complex billing or customer service inquiries requiring extensive research. · Detailed understanding of all EnergyUnited product offerings, including but not limited to scheduling of product installations, handling product complaints, and liaison responsibilities. · Provide support in reviewing and coordinating cut-off activities for active members ensuring that life support and commercial and industrial notifications are being followed. · Provide support to new and existing team members.
Customer Care Representative 3 Requirements:
Same as Customer Care Representative 1 & 2 plus the following:
Preferred 24 months as a Customer Care Representative or 6 years of customer service experience.
Meet 95% call rated as Satisfactory or Exceptional quality.
Position Specifications for Customer Care Representative:
· Associates Degree related to Customer Service or a High School diploma plus 4 years related customer service experience. · 4 years Customer service experience with multi-line telephone and PC programs. · Microsoft Office (Word, Excel, and PowerPoint) proficiency. · Strong communication skills and a passion for customer service. · Attention to detail and commitment to accuracy. · Ability to work well within team as well as be proactive in responsibilities. · Ability to maintain confidentiality. · Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc. · Must have a positive, open mind and considerate attitude toward the responsibilities of the position. · Must be a self-starter; must be able to be present and work with public in a pleasant, courteous manner. · Have highest personal integrity and have a sense of accuracy toward record keeping. · Ability to make sound decisions from observations and carry out instructions. · Must be available for work during adverse weather conditions. · Possess and maintain a valid NC Driver’s License. · Performs all assignments safely assuring compliance with all safety related rules, regulations and policies. · Must live within one of the nineteen counties served by the Cooperative or within a 40 (forty) road mile radius to any EnergyUnited EMC office.
*EnergyUnited Electric Membership Corporation is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. *