Customer Service Representative Bilingual (Spanish) - Shreveport

JOB SUMMARY/PURPOSE

Delta Utilities is seeking a professional customer service representative withtop performance in productivity, satisfaction and quality scores, the role will be responsible for delivering a best-in-class customerexperienceto 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 andstellar 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.

Please Note: This is a full-time, on-site position located in either Downtown New Orleans or Shreveport, Louisiana
. Employees are expected to work on-site five days per week.

*** Successful candidates must remain in the role for a minimum of 12 months before seeking other opportunities internally.

• 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.