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Customer Care Representative

2 months ago

Tucson, Arizona, United States UNS Energy Corporation Full time
Position Description:

This job classification provides UNS Energy Corporation residential and commercial customer account support through various methods of communication.

Position-Related Responsibilities:

  • Responds to & effectively communicates customer inquiries in a timely, accurate and courteous manner.
  • Ability to successfully manage difficult customer conversations, using empathy and effective listening skills.
  • Ability to answer inbound telephone inquiries while upholding the department's quantitative and qualitative standards.
  • Effectively & accurately communicates account information & status while adhering to corporate policies & procedures.
  • Effectively communicates account information through telephone, written and electronic e-mail methods of communication.
  • Gathers information accurately & issues service orders for service, electrical outages and gas emergency orders.
  • Responds to customer inquiries via intranet including communicating account information and status, placing service orders, electrical outages and gas emergency orders.
  • Communicates the Companies' billing, credit, metering, scheduling, ordering, etc., practices and procedures.
  • Ability to analyze and communicate electrical or gas usage, high bill analysis, energy efficiency programs, special programs and other customer offerings.
  • Ability to handle dual service (gas & electric) account inquiries & order processing.
  • Research customer account inquiries making timely, fact-based, quality business decisions including, but not limited to payment arrangements, deposits, bad debt, scheduling, etc.
  • Multi-task using current voice, data and electronic technologies and applications such as Automatic Call Distributor, fax, Internet, Intranet, voice-mail, e-mail, and Microsoft Office products.
  • Ability to perform customer support functions such as inbound call processing, pro-active customer contact, Credit & Collections and Payment Exceptions as assigned.
  • Perform assigned work in a safe and efficient manner in accordance with Company practices and procedures.
  • Participate through team-reporting structure or within specialized committees as assigned.

Knowledge, Skills and Abilities:

  • Departmental and Company terminology, programs and procedures
  • Annual training & adherence to PHMSA (Pipeline Hazardous Material Safety Administration) on handling gas emergencies required.
  • Business English, punctuation, grammar and spelling
  • Ability to type 45 words per minute required
  • Customer Information System (CIS)
  • Time management and work prioritization
  • Operation of a variety of office machines including copiers, fax machines, calculators, personal computers, computer terminals and printers
  • Effective oral and written communication
  • Strong interpersonal skills
  • Commitment to enhancing customer experience Basic math aptitude
  • Previous call center, credit & collections or customer service preferred
  • Demonstrated professional phone voice tone and demeanor

Read the full posting.