Customer Experience Agent - Fully Remote

Job description This position is responsible for providing service to customers in the Electricity industry. Essential Duties/Responsibilities: ?? Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner ?? Research account status and identify account issues ?? Address billing inquiries and resolve billing disputes ?? Process disconnection and re-connection requests ?? Enroll customers and resolve enrollment issues ?? Initiate collection activity on past due accounts and process disconnection and re-connection requests ?? Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role Skills/Knowledge/Abilities: ?? Bilingual (English/Spanish) Required ?? Outstanding phone etiquette and polished communication skills (written and verbal) ?? Excellent listening skills ?? Ability to maintain a calm demeanor when dealing with agitated customers ?? Attentive to detail and committed to high quality customer service ?? Strong quantitative, analytical, and problem solving skills ?? Willingness to identify problems and suggest process improvements ?? Proficiency in Windows environment and MS Word and Excel applications ?? Comfortable in a fast paced environment where change is commonplace Experience: ?? Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred ?? Experience within the retail electricity industry strongly preferred ?? Experience in similar markets such as utilities, telecom, or cable preferred

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