Customer Service Representative

Pacer Group

Title: Customer Service Representative

Location: Hattiesburg MS, 39401

Job Type: 12 months
PayXXXXXXXXXXX hourly on W2

Shift: (Our core business hours from 7am to 7:30 pm MF but we are responsible for customer operations 24 hours a day; 7 days a week;

Position Summary

Our team of Customer Service Representatives assists customers in person at our Business Office. We value our customers and are looking for team members committed to delivering world-class value in every customer interaction.

On a typical day, consultants may:

Discuss starting, stopping, or transferring electric service
Explain payment options and offer personalized energy-related products and services
Report emergency situations
Address other general inquiries

We are seeking candidates who are:

Excited to be part of a team
Naturally curious and take pride in resolving issues
Kind, efficient, empathetic, and resourceful
Willing to make important decisions
Excellent problem-solvers
Dependable and resilient
Self-aware and driven to take ownership of their career
Computer-savvy, proficient in Microsoft Outlook, Word, Excel, and PowerPoint

Responsibilities

Explain billing issues and identify causes of high bills
Initiate, establish, transfer, and disconnect electric service while offering appropriate products/services
Handle general customer inquiries and XXXX discussions
Educate customers on energy usage and payment options
Assist customers with self-serve payment arrangements

Functional Expertise

Answer complex credit and billing inquiries
Investigate high bills, analyze customer credit status, quote amount due, and offer solutions
Process service orders and respond to service/XXXX questions
Update and maintain customer Personally Identifiable Information (PII)
Adhere to established policies, procedures, and quality standards
Report service disruptions, system outages, and technical issues
Provide solutions to unstructured problems requiring conceptual thinking
Clearly document all customer interactions
Meet individual performance metrics including call handling and call quality

Business Acumen

Adapt to a 24/7 working environment with shift changes due to business needs
Work required overtime and fulfill on-call obligations
Maintain knowledge of all company products and services
Ensure security of customer records

Engagement

Participate in activities to improve customer satisfaction and business performance
Manage peer relationships in a manner that fosters trust and teamwork

Qualifications

High school diploma or GED equivalent required
Reliable, committed, and customer-focused
Excellent interpersonal, organizational, and multitasking skills

Apply

Vacancy posted 4 days ago

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