Customer Care Representative

Energize your future by joining our team at Northern Virginia Electric Cooperative (NOVEC)! NOVEC's mission is to create value for its members, employees and communities by providing safe, reliable electricity and quality products at competitive prices. NOVEC is a locally owned electric distribution system headquartered in Manassas, VA. NOVEC provides reliable electric service to more than 180,000 homes and businesses in Clarke, Fairfax, Fauquier, Loudoun, Prince William and Stafford counties, the City of Manassas Park, and the Town of Clifton. NOVEC's service reliability is the best in the region with a 99.99% average system reliability. As a leader on the high-tech frontier, NOVEC is using proven, cost-effective technology to improve productivity and reliability, reduce expenses, and increase cybersecurity - a national priority. Today's technology includes what the industry calls "smart grid", as well as fiber optics, and mobile workforce. OVERVIEW: This is a remote position with the expectation of coming into the office for meetings, including the monthly safety meeting. You must live within 50 miles of the office. Training will be Mon-Fri 8AM-5PM for 6-8 weeks. The regular work schedule will be Mon-Fri 8:45AM-5:45PM. Respond in a polite, professional, and timely manner to customer inquiries via telephone, email, fax, or USPS mail while demonstrating strong customer relations and customer problem-solving skills to provide quality customer service and first contact resolution. DUTIES AND RESPONSIBILITIES: Other related duties may be assigned. An individual must be able to perform each essential duty satisfactorily and effectively. Reasonable accommodation may be available to enable individuals with disabilities to perform essential functions. Accurately schedule service connects, disconnects, transfers, and meter checks. Review, research, and correct customer accounts due to lost paperwork, meter exchanges, crossed meters, high bill complaints, misapplied payments, etc. Perform tasks as assigned including emails, and letters, document scanning, etc. Utilize various computer applications including, but not limited to: Ring Central, Webcall, NISC, Kubra, Transunion, etc. to handle customer inquiries promptly. Assist customers with the self-service options available to them on NOVEC's website (online bill payment, outage map, outage reporting, energy usage, etc.). Keeps record of customer interactions, transactions, comments, and complaints in the appropriate customer information system (CIS). Process incoming calls in a manner consistent with meeting division goals in the area of ACW time, average answer speed, abandoned rate, AUX, staffed time, and percentage of calls answered. Maintain a positive, empathetic, and professional attitude toward customers and coworkers at all times. Perform other essential functions such as training new employees, being knowledgeable about all of NOVEC departments and processes to assist customers, processing returned Capital Credit checks and all other duties as assigned. Review, assist, and implement policy and procedure development to comply with corporate and regulatory requirements. EDUCATION AND EXPERIENCE: A High School diploma or recognized equivalent is required. A minimum of three years of previous customer service experience is required. Candidates bilingual in English and Spanish are strongly encouraged to apply. Related call center experience is preferred. KNOWLEDGE, SKILLS, ABILITIES: Ability to review and analyze customer accounts by using listening skills, interpret information in system applications, and relay information to customers. Must possess highly developed math skills and the ability to analyze billing and variance reports. Ability to create correspondence by typing a minimum of 40 wpm, calculate billing adjustments and respond to emails through proficient use of word processing, spreadsheet, and other applicable system applications. Ability to use proper phone etiquette while answering incoming calls from external and internal customers. Must possess the ability to learn a variety of computer applications to create service orders that connect, disconnect, transfer customer service, and request meter checks. Must possess strong listening, interpretation, negotiating, and coaching skills. Must possess strong customer service skills and have the ability to work in a team environment. WHAT WE OFFER: Competitive salary and Incentive plan Premier health benefits, including an onsite wellness center. Survivor and Disability benefits 401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12% Life insurance Vacation, Sick and Holiday Leave Educational Assistance Annual Company Events If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide sponsorship for this position. Starting pay for this position is established by the applicable collective bargaining agreement and is not negotiable. Employees will be compensated in accordance with the wage schedule and applicable provisions of the collective bargaining agreement.