Retail Customer Service Rep

Our team of Customer Service Representatives assists customers in person at our Business Office. We value our customers and are looking for team members that are committed to delivering world‑class value in each customer interaction. On a typical day, our consultants can have a conversation with customers about starting, stopping, or transferring their electric service, discussing payment options, offering personalized energy‑related products and services, reporting emergency situations, and other general inquiries.

• Excited to be a part of a team.
• Naturally curious and take pride in resolving issues, kind and efficient, empathetic and resourceful.
• Willing to make important decisions.
• Excellent at figuring out solutions to problems.
• Dependable to their core and have the tenacity to show up and work hard even when the going is tough.
• Self‑aware and have the drive to take ownership of their career.
• Computer savvy and proficient in MS products (Outlook, Word, Excel, PowerPoint, etc.).

• Explaining billing issues and understanding common causes of high bills.
• Initiating, establishing, transferring and disconnecting electric service while offering products and services that meet our customers' needs.
• Discussing general customer inquiries.
• Discussing rate options and educating customers about their energy usage.
• Answering complex credit and billing inquiries, investigating high bills, analyzing customer credit status, quoting amount due, offering solutions, and educating customers on payment options.
• Processing service orders.
• Responding to service and rate questions as well as billing inquiries.
• Updating and maintaining customer personally identifiable information (PII).
• Adhering to established policies, procedures and quality standards for work performed.
• Reporting service disruptions (e.g., system outages and technical issues).
• Offering solutions and solving problems that are sometimes unstructured and may require reliance on conceptual thinking.
• Clearly documenting all customer interactions.
• Being accountable for consistently meeting individual performance metrics including call handling and call quality expectations.
• Working in a 24/7 environment, handling shift changes due to business needs and seasons.
• Working required overtime and fulfilling on‑call obligations.
• Maintaining working knowledge of all company products and services.
• Maintaining the security of customer records.
• Participating in activities designed to improve customer satisfaction and business performance.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.