Lead Representative Customer Service

1 week ago


Houston, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.Job Summary
Responsible for all aspects of telephone customer service. Serve as a coach and mentor while monitoring for a Customer Service Representative (CSR) team to report directly to a call center Supervisor. Perform all work at an advanced level demonstrating an expert understanding of the CSR job role and responsibilities. Interact with customers and CSR team; respond to all questions relating to all Company customer service programs.

Essential Functions
Answer incoming telephone calls; assist CSR team with questions and escalated issues.
Handle and explain billing deposists and adjustments, payment arrangements, and follow up on calls.
Monitor team work performance and assist with real time corrections as needed.
Provide quality review and coach CSR's on opportunities identified.
Assist CSR's with order entry errors and provide proper training/insight to avoid a duplication of errors.
Track and record CSR team activity and present aggregated data to Team Supervisor.
Produce ad-hoc reports as required by Team Supervisor.
Handle emergency and escalated CSR calls.
Provide and ensure extensive customer satisfaction and apply proper telephone etiquette.

Additional Qualifications/Responsibilities

Education Description
Requires a high school diploma or the equivalent knowledge of English, basic mathematics, grammar and punctuation.

Experience
Requires a minimum of (3) years customer service experience, of which at least 2 years must be in a call center.

Advanced knowledge and skills in using the front office of SAP.
Advanced knowledge of the regulatory requirements in all states served by CenterPoint Energy.
Advanced knowledge of various work processes across all regions served by CenterPoint Energy.

Physical Requirements
Able to communicate either written and verbal communications either in person or through technical equipment such as telephone.
Able to sit, stand or walk for long periods of time.
Able to exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move objects.
Able to demonstrate and apply the manual dexterity to operate a personal computer and common office equipment.
Working Conditions
Required to participate in CenterPoint Energy's Emergency Operation Plan (EOP).
Able to work regular hours, with occasional or mandatory overtime; may be required to work rotating shifts.
Able to be included in random drug screen pool required for DOT safety sensitive positions.
Able to respond to emergency calls and/or callouts and occasionally return to work while off duty.
Able to work in a fast-paced environment.

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