Job Summary
• Responsible for responding to customer inquiries and complaints regarding accounts records, billings, contract managements renewals and cancelations. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English to support customer care. Provides real time expertise and customer service support to client’s customers. They are required to meet all performance indicators established as part of the operation and other operational metrics as needed.
Key Responsibilities
Responds to telephone inquiries and complaints using standard scripts and procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company guidelines allow.
• Minimize call escalation through effective communication and knowledge of company’s policies and procedures.
• Assists required trainings based on the training calendar and continuous learning program
• Complies with required attendance documentation, weekly timesheet, schedule adherence and productivity metrics
Skill Requirements
The minimum experience requirements are:
• 1-2 years of experience in call center environment (preferred)
• Knowledge of VOC metrics and quality standards (preferred).
• Excellent interpersonal skills. (preferred)
• Excels at operating in a fast pace, community environment (preferred)
• Ability to look at situations from several points of view (preferred)
• Persuasive with details and facts. (preferred)
• High comfort level working in a diverse environment, under pressure to support customers at a world class level service (preferred)
• Experience in utilities markets (desired)
• Voice Customer Service Experience (desired)