Bilingual Call Center Representative

3 weeks ago

Richardson, United States Tekskills Inc. Full time

Job Title: Utility Contact Centre Agent

Location: Richardson, TX

Duration: 12+ months


Job Description:

1. Respond to customer inquiries via phone, email, or chat regarding utility services, including billing, service interruptions, and account inquiries.

2. Provide accurate and timely information to customers regarding utility policies, procedures, and service offerings.

3. Assist customers with setting up new utility accounts, transferring services, and processing payments.

4. Address customer concerns and complaints with professionalism and empathy, striving to resolve issues to the customer’s satisfaction.

5. Utilize internal systems and databases to access customer account information and update records as needed.

6. Collaborate with other departments to escalate complex issues and ensure timely resolution.

7. Stay informed about changes in utility regulations, policies, and procedures to provide up-to-date assistance to customers.

8. Adhere to established performance metrics and quality standards for customer service delivery.

9. Continuously seek opportunities for improvement in processes and customer interactions to enhance overall service delivery.

Requirements:

1. High school diploma or equivalent; additional education or training in customer service is a plus.

2. Previous experience in a customer service or call center environment preferred.

3. Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.

4. Strong problem-solving abilities and the capacity to remain calm and composed under pressure.

5. Proficiency in using computer systems and software applications, including CRM tools and Microsoft Office suite.

6. Ability to work flexible hours, including evenings, weekends, and holidays, as required.

7. Commitment to providing exceptional customer service and representing the utility company in a positive manner.

8. Strong attention to detail and accuracy in data entry and information processing.

9. Empathetic and patient demeanor, with a genuine desire to assist customers and resolve their concerns.

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