Customer Service Associate

2 weeks ago


Binghamton, New York, United States Iberdrola Full time
POSITION - Union: Customer Service Associate Kirkwood
LOCATION: Remote

HOURS: 8.5 hour shift between the hours of 7AM - 7PM
STARTING HOURLY RATE: $25.63

Are you interested in a career as a customer service associate? This role offers an opportunity to engage with the dynamic energy sector while working both independently and collaboratively. As a Customer Service Associate (CSA), you will manage all aspects of customer inquiries received through various channels, including phone, written correspondence, and chat; and process service applications and facility extensions. You will address customer inquiries and concerns regarding billing, usage, account updates, service issues, and credit and collections in a customer-centric manner. All CSA employees will respond to incoming service emergencies; this position requires reliable attendance during critical situations.

Responsibilities
  • Resolve customer issues and complaints by utilizing established procedures and policies, including regulatory guidelines. Document customer transactions in designated operating systems.
  • Provide account information to customers and clarify billing service policies and customer rights.
  • Conduct credit and collection activities as necessary, including managing deposits and final/charge-off collections. Assess, investigate, analyze, and resolve billing discrepancies when possible.
  • Initiate service orders and Work Management System (WMS) requests, performing related actions as needed.
  • Work effectively with minimal supervision and escalate complex cases when required.
  • Perform additional customer service tasks as needed, including operating a two-way radio.
Skills and Requirements
  • High School Diploma or GED equivalent.
  • Associate Degree or BA/BS in a related field is preferred.
  • Strong communication skills, both verbal and written, with a solid customer service orientation.
  • Able to manage multiple tasks for various customers in a fast-paced environment.
  • Excellent problem-solving abilities.
  • Flexible schedule availability, including during emergencies.
  • Ability to work well within a team.
  • Proficient in MS Office applications.
  • Must meet pre-qualification criteria for this position.
  • This is a Union position with a probationary period.
Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

Iberdrola's employment practices and policies are focused on hiring a diverse workforce and fostering an inclusive culture. We provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status, or any other status protected by federal, state, or local law.

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