Customer Service Representative

Job Description

Position Summary

We are seeking a customer-focused Customer Service Representative to join our Contact Center team. In this role, you will support customers by handling service orders, billing inquiries, outage reports, collections activities, and electric service requests. The ideal candidate is a strong communicator with excellent problem-solving skills, a positive attitude, and a passion for delivering exceptional customer experiences.

Key Responsibilities

• Respond to customer inquiries through chat and other communication channels in a professional and timely manner.
• Resolve customer concerns during the first interaction whenever possible.
• Process service orders, emergency outage reports, and billing inquiries.
• Initiate electric service transfers, connections, and disconnections.
• Assist customers with collections-related questions and payment concerns.
• Educate customers on energy efficiency programs, products, and services.
• De-escalate customer concerns using active listening, empathy, and conflict-resolution techniques.
• Accurately document customer interactions and maintain detailed records.
• Troubleshoot customer issues and identify appropriate solutions.
• Contribute to process improvement efforts by identifying opportunities to simplify workflows and enhance customer experience.
• Provide feedback regarding customer service standards, policies, and procedures.
• Work collaboratively with internal teams to ensure customer needs are met.

Required Qualifications

• High school diploma or equivalent.
• Previous customer service experience.
• Excellent written communication, grammar, and typing skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks while maintaining attention to detail.
• Excellent listening skills and ability to build rapport with customers.
• Strong computer and technical troubleshooting skills.
• Demonstrated ability to work independently and in a team environment.
• Ability to manage time effectively and maintain strong attendance.
• Positive attitude with a customer-first mindset.
• Self-starter who takes ownership and initiative.

Preferred Qualifications

• Associate’s or Bachelor’s degree.
• Experience working in a chat-based customer support environment.
• Experience in a contact center or call center setting.
• Knowledge of utility services, billing processes, collections, or service order management.
• Experience using CRM or customer account management systems.

Compensation:

$16/hr to $18/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.