Job Description:
MUST CURRENLTY LIVE WITHIN 50 MILES OF MERRILLVILLE, IN.Seeking dependable full-time Remote Customer Service Representatives with a strong work ethic that demonstrates a customer service focus and who can communicate and relate well with others. This role offers a full range of opportunities with diverse, detailed, complex responsibilities. This position handles a full range of customer telephone inquiries related to utility bills, service order inquiries/requests, service connections, service transfers, and/or emergency calls. A CSR aptitude assessment will be required, and candidates must possess an enthusiasm for learning along with problem-solving, conflict resolution, and math skills.
Essential Functions:- Processing billing calls: investigate meter reads and other requests relating to billing accuracy or payment.
- Handling emergency calls
- Processing customer move-ins, adds, and transfers.
- Processing refunds, compensation requests, and changes to accounts.
- Routing escalated customer issues for resolution.
- Making referrals and processing requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary
- Processing order inquiry calls, initiate service orders, and provide service order status updates.
- Assisting customers with credit/payment arrangements
- Directing customers to the appropriate self-service channels as necessary
- Meeting individual deadlines, metrics, and team goals
- Multitasking while effectively focusing on priority issues
- Working cooperatively in a group environment to achieve common goals
Required Qualifications:- For Position
- High School Diploma or equivalent.1 plus years of Customer service experience (call center and remote)
- Computer skills including navigating multiple tabs, windows, and systems
- Must be able to type a minimum of 25 WPM (words per minute)
- Solid written and verbal communication skills
- Must be 18 years of age or older.
- Advanced computer skills including navigating multiple tabs, windows, and systems
- Ability to type 60-65 WPMRequired to maintain high-speed wired internet access (75 Mbps download and 15 Mbps upload) that is hardwired-No Wi-Fi or Satellite Internet
- Must have the ability to work in a secure, private location, either a designated room or office in residence that includes a non-disruptive work environment from others in the household that has proper, ergonomic office equipment and setup.
- Must have a smartphone to download a VPN app on your personal device.
- Must be available from 7:00 a.m. – 7:00 p.m. and able to attend 100% of the 13-week training program.
- Preferred Additional Qualifications for Position 1-3 years 2-3 Year(s) Call Center Experience 2-5 years previous customer service work from home experience
- Utility experience
