Customer Care Specialist

The Customer Care Specialist provides VGS customers with high quality, effective and efficient service regarding their natural gas service. This position primarily answers incoming phone calls but also responds in writing, proactively reaches out to customers, or works on projects to improve the customer experience. The best Customer Care Specialists are genuinely excited to help customers. They are patient, empathetic and passionately communicative.

They can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to them and they are confident at troubleshooting or investigating if they don’t have enough information. They ensure excellent service standards, solicit customer feedback and work to maintain high customer satisfaction.

• Provides customers with high quality, effective and efficient service regarding their accounts, initiating gas and appliance service or other energy-related activities.
• Provides high quality customer service: asks questions, understands concerns, works with challenging customers, and develops creative, effective solutions to customer’s complaints or concerns.
• Analyzes usage, billing, budgets, service, and energy information to provide accurate response to inquiries including understanding and explaining regulatory rules and fee structures in a responsible and customer-friendly style.
• Responds to all customer inquiries regarding bills, service, marketing, energy efficiency, rates, and other related matters by phone, in person, written or electronic means.
• Able to proactively offer solutions and promote the different products and services when not a direct inquiry.
• Evaluates budget billing of accounts in accordance with regulatory rules by analyzing usage and charges based on a twelve-month period.
• Schedules service and meter work requests with dispatch to ensure timely completion.
• Promotes energy efficiency programs, marketing, service programs, and other programs to customers.
• Processes payments for customers, including on delinquent bills of both active and inactive accounts through various methods.
• Acts as receptionist/cashier as needed and completes daily cash payment posting.
• Maintains set telephone (ACD) service productivity measures.
• Continuously evaluates, identifies and works to implement opportunities to drive process improvements that positively impacts the customer experience.
• Recognizes and communicates to customers when eligible for available programs, such as the low-income discount, and sets up accounts appropriately as needed.
• Other duties as required or requested.

The Customer Care Specialist provides VGS customers with high quality, effective and efficient service regarding their natural gas service. This position primarily answers incoming phone calls but also responds in writing, proactively reaches out to customers, or works on projects to improve the customer experience. The best Customer Care Specialists are genuinely excited to help customers. They are patient, empathetic and passionately communicative.

They can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to them and they are confident at troubleshooting or investigating if they don’t have enough information. They ensure excellent service standards, solicit customer feedback and work to maintain high customer satisfaction.

• Provides customers with high quality, effective and efficient service regarding their accounts, initiating gas and appliance service or other energy-related activities.
• Provides high quality customer service: asks questions, understands concerns, works with challenging customers, and develops creative, effective solutions to customer’s complaints or concerns.
• Analyzes usage, billing, budgets, service, and energy information to provide accurate response to inquiries including understanding and explaining regulatory rules and fee structures in a responsible and customer-friendly style.
• Responds to all customer inquiries regarding bills, service, marketing,…