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Customer Support Specialist II

2 months ago

Houston, Texas, United States Westinghouse Electric Company Full time

We are seeking a Customer Support Specialist II for our esteemed client, Westinghouse Electric Company. This role is a contract position focused on providing exceptional service in the Retail Energy sector.

Position Overview:

The ideal candidate will possess a solid background in the retail energy field, demonstrating a comprehensive understanding of the PUCT regulations that govern the industry. This role requires excellent interpersonal, organizational, and communication skills, along with a strong commitment to delivering outstanding customer service.

Location: Houston, TX

This position involves critical decision-making to address and resolve complex customer inquiries, requests, and complaints related to billing and policies, utilizing knowledge of corporate guidelines. The role emphasizes effective public relations and revenue risk management, adapting responses as necessary to various situations. Additionally, the specialist will guide and mentor less experienced team members.

Key Responsibilities:

  • Verify customer documentation and identity, assessing for potential fraud or service holds.
  • Handle inbound calls from customers regarding pending enrollments for Residential and Small Commercial accounts.
  • Conduct outbound calls to inform customers about holds on their orders and the necessary steps to proceed.
  • Identify coaching opportunities for Care/Sales agents to ensure adherence to established company protocols.
  • Generate accurate reports for other departments, providing critical insights into agent performance.
  • Offer professional coaching to third-party vendors.
  • Support customer growth initiatives through effective agent coaching.
  • Propose enhancements to training and management processes.
  • Maintain up-to-date knowledge of compliance regulations and company policies to mitigate business risks.
  • Meet attendance and emergency duty requirements.
  • Perform additional job-related tasks as assigned.

Required Qualifications:

  • High School Diploma or GED.
  • Minimum of 2 years of relevant experience.
  • Intermediate to advanced proficiency in Microsoft Office and internet technologies is preferred.

Preferred Qualifications:

  • Associate degree.

We are an equal opportunity employer, welcoming applicants from diverse backgrounds.