Customer Care Specialist

Job Description

Job Description

Customer Care Specialist

Non-Exempt/Hourly Position

ABOUT THE POSITION:

The Customer Care Specialist provides VGS customers with high quality, effective and efficient service regarding their natural gas service. This position primarily answers incoming phone calls but also responds in writing, proactively reaches out to customers, or works on projects to improve the customer experience. The best Customer Care Specialists are genuinely excited to help customers. They are patient, empathetic and passionately communicative. They can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to them and they are confident at troubleshooting or investigating if they don’t have enough information. They ensure excellent service standards, solicit customer feedback and work to maintain high customer satisfaction.

WHAT ARE THE DUTIES AND RESPONSIBILITIES FOR THIS POSITION?

• Provides customers with high quality, effective and efficient service regarding their accounts, initiating gas and appliance service or other energy-related activities.
• Provides high quality customer service:  asks questions, understands concerns, works with challenging customers, and develops creative, effective solutions to customer’s complaints or concerns. 
• Analyzes usage, billing, budgets, service, and energy information to provide accurate response to inquiries including understanding and explaining regulatory rules and fee structures in a responsible and customer-friendly style.
• Responds to all customer inquiries regarding bills, service, marketing, energy efficiency, rates, and other related matters by phone, in person, written or electronic means. 
• Able to proactively offer solutions and promote the different products and services when not a direct inquiry.
• Evaluates budget billing of accounts in accordance with regulatory rules by analyzing usage and charges based on a twelve-month period. 
• Schedules service and meter work requests with dispatch to ensure timely completion.
• Promotes energy efficiency programs, marketing, service programs, and other programs to customers.
• Processes payments for customers, including on delinquent bills of both active and inactive accounts through various methods.
• Acts as receptionist/cashier as needed and completes daily cash payment posting.
• Maintains set telephone (ACD) service productivity measures. 
• Continuously evaluates, identifies and works to implement opportunities to drive process improvements that positively impacts the customer experience.
• Recognizes and communicates to customers when eligible for available programs, such as the low-income discount, and sets up accounts appropriately as needed.
• Other duties as required or requested.  

WHAT ARE THE REQUIRED SKILLS FOR THIS ROLE?

• Ability to work effectively in a multi task environment balancing phone calls, tasks, email, chat, training, and projects for improving processes.  
• Possess a friendly and positive attitude.  
• Ability to analyze and problem solve with provided information to resolve customer situations to meet/exceed customers’ expectations.  

• High degree of attention to detail and accuracy in working with customer information.
• Clear and effective communicator, a responsive listener, and an efficient collaborator in a way that builds excellent relationships both internally and externally.  

• Ability to flourish in a fast-paced, highly collaborative environment that requires flexibility, constant prioritization and organization.  Adapts easily to changing needs of our customers and work environment.
• Excellent technology skills – must have working knowledge of Microsoft Office Products and the ability to learn new technology systems including phone system and customer information system.
• Must possess strong interpersonal skills and ability to work within a team environment.  Reliable and able to work in a team that meets department standards with minimal required supervision.  Strong work ethic and a self-starter.  

These skills are normally acquired with a high school degree and 1-3 years of call center or customer service experience.

Diversity & Inclusion Statement

We are committed to building a work community that is inclusive and represents a vibrant diversity of background, experience, perspective, and thought. Chances are, if you are considering applying for this position, you have transferable skills that will help you be successful in this role. Candidates across all markers of identity (age, race, gender, ability, communication style, etc.) are highly encouraged to apply, even if every skill requirement does not match perfectly, because we believe in continuous improvement and support our employees in achieving goals and objectives.