Customer Care Specialist 1
2 weeks ago
Overview The Customer Care Specialist 1 provides excellent service to our Members and Customers via phone and in person. They engage in a friendly and professional manner while actively listening to concerns. They answer questions, resolve problems, and provide trouble-shooting assistance. They communicate in an energetic fashion that is empathetic, courteous, and professional. The Customer Care Specialist 1 is an advocate for Members and Customers and seeks to resolve concerns on the first call or visit. Primary Position Responsibilities Take initiative to gain knowledge and experience by utilizing internal resources (i.e., knowledge capture, training materials, Teams posts). Direct Members / Customers, general public and others to the proper person or department according to their needs. Advise CoServ Members / Customers of energy conservation measures, billing rates, and CoServ payment options. Assist Members / Customers with all related questions concerning electric and gas bills. Update account information as needed. Handle difficult calls while maintaining poise, courtesy, and professionalism. Consistently meet department standards. Research misapplied payments and make necessary adjustments. Possess a working knowledge of the disconnect policy for both gas and electric accounts. Create service orders for Assets Protection to process damage claims. Initiate payment arrangements. Take service orders for connects and disconnects. Initiate check requisitions. Monitor and follow up on special circumstances with Members / Customers when applicable. Understand the service order process and correctly initiate the service order type to the appropriate department. Comply with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor. Comply with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support. Secondary Position Responsibilities Performs other duties and activities as directed. Supervisory Responsibilities None Position Requirements Education and Certifications Required High School Diploma or G.E.D equivalency. Education And Certifications Preferred Associates degree or two years post-secondary education in business or communications. Experience Required One year of customer service experience in a contact center or retail environment. Experience Preferred Two years of experience in a contact center environment. Skills And Abilities Required Basic typing and 10-key skills Knowledge of basic mathematics (addition, subtraction, percentages) Effective oral and written communication Ability to work in a team environment Good judgement and problem-solving skills Must be dependable, reliable, and punctual. Ability to use standard office / business equipment Ability to observe all safety rules and regulations Skills And Abilities Preferred Knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.) Bilingual in Spanish Physical Requirements Operates office equipment such as a computer, telephone, fax machine, copier, etc. Indoor, office environment. Ability to lift a minimum of 25 pounds. Ability to sit for long periods of time. Requires frequent sitting, standing, walking, bending, and reaching. Other Requirements Ability to work extended and flexible hours as needed and directed. #J-18808-Ljbffr
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