Customer Care Specialist

Position: Customer Care Specialist 1

Overview

The Customer Care Specialist 1 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

• Take initiative to gain knowledge and experience by utilizing internal resources (i.e., knowledge capture, training materials, Teams posts).
• Direct Members / Customers, general public and others to the proper person or department according to their needs.
• Advise CoServ Members / Customers of energy conservation measures, billing rates, and CoServ payment options.
• Assist Members / Customers with all related questions concerning electric and gas bills.
• Update account information as needed.
• Handle difficult calls while maintaining poise, courtesy, and professionalism.
• Consistently meet department standards.
• Research misapplied payments and make necessary adjustments.
• Possess a working knowledge of the disconnect policy for both gas and electric accounts.
• Create service orders for Assets Protection to process damage claims.
• Initiate payment arrangements.
• Take service orders for connects and disconnects.
• Initiate check requisitions.
• Monitor and follow up on special circumstances with Members / Customers when applicable.
• Understand the service order process and correctly initiate the service order type to the appropriate department.
• Comply with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Comply 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.

Supervisory Responsibilities

• None

Position Requirements 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.

Experience Required

• One year of customer service experience in a contact center or retail environment.

Experience Preferred

• Two years of experience in a contact center environment.

Skills And Abilities

Required

• 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.)
• Bilingual in Spanish

Physical Requirements

• 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.

Other Requirements

• Ability to work extended and flexible hours as needed and directed.

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