The Customer Care Specialist 1 Bilingual 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.
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.
One year of customer service experience in a contact center or retail environment.
Two years of experience in a contact center environment.
Skills and Abilities Required
Fluent in English and Spanish
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.)
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.
Ability to work extended and flexible hours as needed and directed.
CoServ is an electric and gas distribution company serving North Texas since 1937. Doing business as CoServ Electric since 1998, we now have over 9,800 miles of electric infrastructure serving more than 240,000 meters across Denton, Collin, Cooke, Grayson, Tarrant and Wise counties. Our natural gas affiliate, CoServ Gas, was established in 1998 and serves more than 125,000 gas meters in Denton, Collin and Kaufman counties.
North Texas is growing, and so is CoServ. We value innovative and dedicated Employees and are committed to providing them with a stable work environment filled with opportunities to learn and grow. Guided by our Core Values—Respect, Accountability, Integrity, Service, Excellence and Safety—we serve each other as we serve our Members and Customers. We offer a wide variety of careers—from Customer Care Representatives and Billing Clerks to Linemen and Engineers. CoServ is a company you can believe in.