Job Description

Job Description

Job Description

Bilingual Customer Service Representative

Pay: $18.00 - $18.75 per hour; depending on experience

Remote Schedule: Shift Hours: M-F 9:00 am - 6:00 pm. Service center operates 7:00 AM - 6:00 PM (must be flexible to adjust as needed).

Note: 2 mandatory on-site (4 hour) training days in March and October/November

Company Perks:

Work from home! After hired full-time, client offers Medical, Dental, Vision and 401k.

Job Summary:

• We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative.
• The ideal candidate will possess excellent communication and problem-solving skills
• As well as a strong commitment to providing exceptional service to our valued customers.

Responsibilities:

• Act as the main point of contact for customer inquiries, concerns, and complaints via various channels (phone, email, chat, social media, etc.).

• Process and prepare mail and packages for shipping, including labeling, packaging, and arranging courier or postal services.

• Provide accurate and efficient assistance to customers by identifying their needs and resolving their issues promptly and professionally.

• Listen attentively to customer inquiries and provide appropriate solutions or alternatives within company guidelines and policies.

• Escalate complex issues to the appropriate departments or supervisors for further resolution and follow-up.

• Assist customers with placing orders, tracking shipments, processing returns, and other order-related tasks.

• Make courtesy outbound calls to customers and record any feedback provided.

• Handle irate or upset customers in a calm and professional manner, aiming to de-escalate situations and provide effective solutions.

• Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner

• Research account status and identify account issues

• Address billing inquiries and resolve billing disputes

• Process disconnection and reconnection requests

• Enroll customers and resolve enrollment issues

• Provide price quotes to prospective customers

• Follow up with customers to attain required account information

• Initiate collection activity on past due accounts and process disconnection and reconnection requests

• Respond to emailed customer inquiries with factually and grammatically correct written communications

• Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role

• Track performance against targets

• Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries

• Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions.

MINIMUM REQUIREMENTS

• Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred

• Types at least 40 WPM

• Must be Bilingual in English and Spanish

• Previous sales experience preferred but not required

• Experience in natural gas retail market preferred

• Experience within the ERCOT retail electricity market strongly preferred

• Experience in similar markets such as utilities, telecom, or cable preferred

• High School diploma, GED, or equivalent math and English skills required

• College degree or coursework a plus.

• Outstanding phone etiquette and polished communication skills (written and verbal)

• Ability to maintain a calm demeanor when dealing with agitated customers

• Attentive to detail and committed to high quality customer service

• Proficiency in Windows environment and MS Word and Excel applications

• Comfortable in a fast paced environment where change is commonplace

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