Customer Support Specialist II
1 week ago
We are seeking a Customer Support Specialist II for a contract opportunity with our client, Westinghouse Electric Company. This role is essential in the Retail Energy Sector.
The ideal candidate will have a solid background in the retail energy field, demonstrating a comprehensive understanding of industry regulations and standards. Exceptional interpersonal, time management, communication, and organizational skills are crucial, along with a strong commitment to delivering outstanding customer service.
Location: Not specified
Position Overview:
This role involves critical decision-making to address and resolve complex customer inquiries, requests, and complaints related to billing and policies, utilizing knowledge of corporate procedures and guidelines. The position emphasizes public relations and effective revenue risk management, requiring adaptability in response to various situations. Additionally, the specialist will provide guidance to less experienced team members.
The responsibilities include:
- Receiving and verifying customer documentation, ensuring identity verification and addressing potential fraud issues.
- Handling inbound calls from customers regarding pending enrollments for both Residential and Small Commercial accounts.
- Conducting outbound calls to update customers on their order status and the necessary steps to complete their service requests.
- Identifying coaching opportunities for customer care and sales agents to ensure adherence to established company protocols.
- Generating timely and accurate reports for other departments, highlighting critical performance metrics.
- Offering professional coaching to third-party vendors.
- Supporting agent development that aligns with customer growth initiatives.
- Recommending enhancements to training and management processes.
- Maintaining up-to-date knowledge of compliance regulations and company policies to mitigate business risks.
- Meeting attendance and duty requirements as necessary.
- Performing additional job-related tasks as assigned.
Required Qualifications:
- High School Diploma or GED.
- Minimum of 2 years of relevant experience.
- Proficiency in Microsoft Office and internet technologies is preferred.
Preferred Qualifications:
- Associate degree.
We are an equal opportunity employer, welcoming applicants from diverse backgrounds.
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