Retail Customer Service Rep 1

Customer Service Representative

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. Simply put, people count on us. If you aren't reliable and fully committed to serving others, this isn't the job for you. We're looking for candidates who are: 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 Microsoft products (Outlook, Word, Excel, PowerPoint, etc.)

What you'll be responsible for: explaining billing issues and understanding common causes of high bills, initiating establishing, transferring and disconnection of 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, assisting customers with setting up payment arrangements through our self-serve channels

Functional expertise: answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and educate customers on payment options, process service orders, respond to service and rate questions as well as billing inquiries, update and maintain customer personally identifiable information (PII), adhere to established policies, procedures and quality standards for work performed, report service disruptions (i.e., system outages and technical issues), offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking, clearly document all customer interactions, accountable for consistently meeting individual performance metrics including call handling and call quality expectations

Business acumen: must be able to work in a 24/7 working environment, where shifts change due to business needs and seasons, must be able to work required overtime and fulfill on-call obligations, maintain working knowledge of all company products and services, responsible for maintaining the security of customer records

Engagement: participate in activities designed to improve customer satisfaction and business performance, manage peer relationships in a manner that supports trust and teamwork

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."