Representative Customer Service Bilingual

Location: New Orleans

JOB SUMMARY/PURPOSE

Delta Utilities is seeking a professional bilingual (English & Spanish) speaking customer service representative with top performance in productivity, satisfaction and quality scores. The role will be responsible for delivering a best-in-class customer experience to Delta Utilities’ customers through voice, chat and email interactions, with a goal of resolving their issue on their first interaction.

The ideal candidate will be a professional with great communication skills and stellar process and schedule adherence; this team member is excited about supporting our customers and aligning with Delta Utilities mission and values. This is a full-time position based in New Orleans, Louisiana.

Successful candidates must remain in the role for a minimum of 12 months before seeking other opportunities internally. JOB DUTIES/RESPONSIBILITIES

• Responds to all Delta Utility customers requesting support questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolution.
• Issues orders to establish or discontinue gas services or to establish gas services.
• Resolves billing inquiries, performs account adjustments, negotiates payment arrangements and deposit amounts, processes online customer service and electronic billing inquiries and follows-up on customer accounts.
• Negotiates and/or accepts payments and payment arrangements with delinquent customers that achieve mutually agreed terms and conditions following outlined policies.
• Manages customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service. Provides follow-up by completing appropriate records and documentation.
• Maintains current knowledge of Company systems, policies, procedures, reporting and other information to identify customer needs and ensure customer satisfaction.
• Interacts with other departments to resolve customer inquiries and achieve customer satisfaction.
• Considers each customer contact an opportunity to sell or promote additional value-added products or services offered by the company (i.e. IVR, Web, etc.)
• Performs related job duties as assigned and required.

MINIMUM REQUIREMENTS Minimum education required of the position

• Requires a high school education or GED.

Minimum experience required of the position

• Requires one (1) year of customer service, billing, or collections experience.
• Bilingual proficiency (Spanish/English) is required.

Minimum knowledge, skills and abilities preferred of the position

• Experience working in a metric-driven environment with responsibility of delivering good to world class results.
• Strong written and verbal communication skills to deliver quality interactions.
• High Active Listening to effectively resolve the customer’s issue on the first interaction.
• Emotional intelligence and empathy skills needed to deliver desired outcomes.
• Negotiation Skills to bring accounts back into good standing in a timely manner.

Any certificates, licenses, etc. required for the position

• None

Please Note: This is an on-site position located at one of our 3 locations, Downtown, Mid-City and/or Westbank. The main location is at 201 St. Charles Ave, New Orleans and it would be 5-days a week, in office.

Physical Requirements

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability…