Call Center Representative (on-site)

Job Description

Job Description

MUST CURRENLTY LIVE WITHIN 50 MILES OF MERRILLVILLE, IN.

Seeking dependable full-time Remote Customer Service Representatives with a strong work ethic that demonstrates a customer service focus and who can communicate and relate well with others. This role offers a full range of opportunities with diverse, detailed, complex responsibilities. This position handles a full range of customer telephone inquiries related to utility bills, service order inquiries/requests, service connections, service transfers, and/or emergency calls. A CSR aptitude assessment will be required, and candidates must possess an enthusiasm for learning along with problem-solving, conflict resolution, and math skills. Must reside in the Columbus, OH metro area.

Essential Functions
Processing billing calls: investigate meter reads and other requests relating to billing accuracy or payment.

1. Handling emergency calls
2. Processing customer move-ins, adds, and transfers.
3. Processing refunds, compensation requests, and changes to accounts.
4. Routing escalated customer issues for resolution.
5. Making referrals and processing requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary
6. Processing order inquiry calls, initiate service orders, and provide service order status updates.
7. Assisting customers with credit/payment arrangements
8. Directing customers to the appropriate self-service channels as necessary
9. Meeting individual deadlines, metrics, and team goals
10. Multitasking while effectively focusing on priority issues
11. Working cooperatively in a group environment to achieve common goals

Required Qualifications For Position
High School Diploma or equivalent.

1. 1 plus years of Customer service experience (call center and remote)
2. Computer skills including navigating multiple tabs, windows, and systems
3. Must be able to type a minimum of 25 WPM (words per minute)
4. Solid written and verbal communication skills
5. Must be 18 years of age or older.
6. Advanced computer skills including navigating multiple tabs, windows, and systems
7. Ability to type 60-65 WPM
8. Required to maintain high-speed wired internet access (75 Mbps download and 15 Mbps upload) that is hardwired-No Wi-Fi or Satellite Internet
9. Must have the ability to work in a secure, private location, either a designated room or office in residence that includes a non-disruptive work environment from others in the household that has proper, ergonomic office equipment and setup.
10. Must have a smartphone to download a VPN app on your personal device.
11. Must be available from 7:00 a.m. – 7:00 p.m. and able to attend 100% of the 13-week training program.

Preferred Additional Qualifications for Position
1-3 years 2-3 Year(s) Call Center Experience

1. 2-5 years previous customer service work from home experience

Utility experience