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Lead Customer Service Representative
2 months ago
Job Overview
EMPOWER YOUR CAREER WITH CALPINE
At Calpine Energy Solutions, LLC, we equip you with the resources necessary to navigate your career journey in a vibrant and fast-paced setting where you can gain insights from industry leaders.
Whether you are a student pursuing an internship that provides hands-on experience, a recent graduate eager to embark on a fulfilling career, or an experienced professional looking to broaden your skill set, Calpine offers significant opportunities and challenges.
Our platforms for learning and development, along with educational reimbursement programs, empower proactive employees to explore their potential in a dynamic and rewarding sector.
Position Summary:
The Customer Care Agent III is responsible for effectively resolving customer service inquiries and ensuring a high level of satisfaction.
Key Responsibilities:
- Collaborate with Customer Care Team Leads to mentor, coach, and address issues for fellow agents as needed.
- Assist in training and coaching new agents on essential responsibilities, including call handling and procedures.
- Conduct quality assurance evaluations on fellow agents in partnership with Team Leads.
- Act as a floor supervisor during designated shifts, guiding agents on customer resolutions and escalating issues when necessary.
- Manage incoming customer service calls, primarily for commercial accounts, ensuring complete resolution of inquiries.
- Coordinate with various departments to facilitate issue resolution for customers.
- Document customer interactions thoroughly, noting resolutions and pending statuses.
- Process payments over the phone and manage service reconnections as required.
- Respond to customer emails and follow up on unresolved inquiries from external sources.
- Utilize advanced knowledge of company policies to complete both routine and complex tasks independently.
Qualifications:
A high school diploma or equivalent certification is required, along with a minimum of 5 years of experience in retail electricity or customer service. Fluency in Spanish is preferred. Candidates must be flexible to work on a rotating schedule and be willing to assist during emergencies to maintain customer service operations.
Vaccination Requirement:
Calpine mandates that new hires in this position be vaccinated for COVID-19 within the first 28 days of employment, unless already vaccinated prior to starting. Concerns regarding compliance should be discussed with the HR department after a conditional offer of employment is made.
Equal Opportunity Commitment:
Calpine is an Equal Opportunity Employer, committed to diversity and inclusion. We provide reasonable accommodations to applicants with disabilities. For assistance with the application process, please reach out to our HR department.
