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Lead Customer Service Associate
1 month ago
Position: Lead Customer Service Associate
Location: Cumberland RI 02864
Duration: long term contract
Pay range: $32/hr on w2
100% onsite role
Job Description:
The Team Lead provides support to the customer service agents and customers in addition to all duties assigned to this classification of work.
Job Duties:
All duties of Customer Service Associate and Intermediate
Business Services Energy Ed, Renewables/DER, Large Power billing
Summary Billing
Revenue Protection billing, Complex commercial outreach
Provide Support & Expertise to CSAs & Intermediate Associates
Customer Choice/Shopping expertise, Pay Assist/Collection
Simple/Lead Intake/Complex gas connections including scheduling
Manage wire inspector onboarding
Complex service connections Electric including scheduling, Respond to customer, electrician and contractor calls in accordance with established performance and quality metrics both verbal and written via multiple channels (phone, email, chat, etc.)
Initiate work requests for electrical work or non-electrical work that requires a service shutdown, provide updates to work requests and clear inspections from wire inspectors
Resolve problems by clarifying the customer complaint, determining the cause of the problem, selecting the best solution to the problem, expediting corrections, and follow-up to ensure customer questions are resolved
Proficient in all platforms designed to support customer account transactions and interactions
Perform and be proficient in back-office customer service work responsibilities
Respond to storm/emergency events – outages and service interruptions
Respond promptly and professionally to simple customer calls and inquiries (Example: Trouble calls, Pay Assist/Collection, Simple Transfer Service).
Intake calls from electricians/contractors, create work requests for electrical work or for non-electric work that requires service shutdown
Clear inspections from Wire inspectors, Schedule meter installs, remove/install locks & seals
Perform general simple account maintenance and data entry, Complete necessary requirements related to start accounts and final accounts
Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities, Triage and appropriately escalate customer issues for resolution
Maintain an updated knowledge of customer related processes, services, and programs
Establish and maintain good rapport with customer by using positive language and anticipating their needs
Resolve escalated calls and respond to the assist line and other emergency lines
Communicate emergency information from Operations to the Representative and Management staff and record IVR messaging for customers
Perform other related duties as assigned
Minimum Qualifications:
High School diploma or equivalent required.
Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems.
