Customer Service Representative

Express Employment Professionals

Fort Myers, FL 33901, USA

Published: 6/14/2022

Full Time

Job Description

Job Title: Customer Service Representative – Utilities Call Center
Pay: $17/hour and up Hours: 8AM-5PM

Position Summary:

We are looking for a professional, personable, and detail-oriented Customer Service Representative to join our Utilities Call Center team. As the first point of contact for customers regarding utility services such as electricity, gas, water, or waste management, you will play a crucial role in delivering a seamless and supportive customer experience.

Key Responsibilities:

Answer incoming calls, emails, or chat inquiries related to utility accounts, billing, service setup, disconnections, and general questions.
Provide accurate information about utility services, account status, payment options, outages, and service interruptions.
Assist customers with starting, stopping, or transferring services.
Troubleshoot and resolve customer issues or escalate them to the appropriate department when necessary.
Process payments, payment arrangements, and adjustments as needed.
Document all customer interactions accurately in the customer management system.
Handle difficult or irate customers with professionalism and empathy.
Follow up with customers to ensure concerns are resolved and service expectations are met.
Stay informed about utility company policies, regulatory requirements, and system updates.

Qualifications:

Previous customer service or call center experience, preferably in the utilities or energy industry.
Excellent verbal and written communication skills.
Strong problem-solving skills and attention to detail.
Ability to multitask in a fast-paced, high-volume environment.
Proficient in Microsoft Office Suite (Word, Excel, Outlook).
Experience with customer information systems (CIS) or CRM software is a plus.
Bilingual abilities are a plus.

Work Environment:

Fast-paced, inbound call center environment.
Team-oriented with performance-based goals.
Remote or on-site work options may be available based on location and experience.

Benefits:

Starting at $17/hour, with potential for increases based on performance and experience.
Health, dental, and vision insurance.
401(k) retirement plan.
Paid time off and holidays.
Ongoing training and career advancement opportunities.