Utility Billing Call Center Customer Service Representative

Wearecurrentlyseekingaskilled&experiencedCallCenterRepresentativetojoinourteam!TheindividualhiredwilljoinafantasticopportunitytoworkwithagreatteamatUtilityBillingandCustomerServiceCenter,handlingcustomerrequestsandinquiries.Thispositionisremoteaftertrainingsolongastheexpectationsoftheroleandworkspacearemet.

Responsibilities: RespondtoandservicecustomercallsviaaninboundACDsystemoremailsviaanemailroutingclient.Service6+contactsperhour.Educateandinformcustomersonaccountrelatedbillingquestions,concernsandrequests.Provideproperresolutionthatfullymeetsallpolicies,proceduresandprotocols.Researchandanalyzeinquiriestakingappropriateactioninresolvingtheirbillingsituation.Promotepositivecustomerrelationswhilemaintainingthehigheststandardsofethics,qualityandprofessionalism.Troubleshoot,whennecessary,withpatience.Performapplicationnavigationalguidancebywalkingthecustomerthroughtheproblem-solvingprocess.Directunresolvedissuestothenextlevelofsupportpersonnel.Recordanynotableeventsandproblemsandtheirresolution.Passonanyfeedback/suggestionsfromcustomerstotheappropriateinternalteam.Identifyandsuggestpossibleimprovementstoprocedures.