Customer Service Rep II
1 week ago
Position Specific Description
Job Title: Customer Service Rep II- Houston, Texas
Work & Training Address: 601 Travis St. Houston, TX 77002
This is not a work from home position. Candidates will be required to attend training and report daily to this location.
Training: Duration of 3 weeks
Comprehensive agent training is paid and will take place Monday - Friday from 8 a.m. - 5 p.m. with anticipated start date of March 9th, 2025. Training is mandatory and candidates will be required to attend all training without exceptions.
Work Schedule upon completion of training - 40 hours weekly
This position requires an 8-hour shift between the hours of 7am - 6pm. These schedules are assigned based on the needs of the business and could change at any time. There will be no exceptions.
What We Are Looking For:
Self driven individuals
Excellent communication skills (friendly, courteous, helpful)
Ability to resolve customer issues by using problem solving skills
Reliable/Dependable
High Integrity/positive attitude
Flexible/Adaptable
Strive for excellence
About Position:
Full-time employees are expected to work 40 hours per week. As an essential part of our company, you will provide exceptional customer service to our valuable customers.
We provide comprehensive training to ensure our Customer Service agents are prepared to deliver exceptional customer experience. In this role, you will be trained to handle incoming customer calls and provide quick and real-time information to ensure our customers' inquiry is resolved on the first call.
Research and problem solve to determine suitable actions to deliver our customers with solution driven results. Be proactive, follow up as needed to ensure one contact resolution.
Create emotional connections by listening to customer needs, applying active listening skills, and showing empathy.
Embrace challenges and demonstrate capacity for growth. We encourage and welcome improvement opportunities within a culture of transparency, openness and trust.
Job Overview
Employees in this role provide some decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, and other matters using basic knowledge of corporate procedures and policies when handling customer requests. This position emphasizes public relations and effective revenue risk management.
Job Duties & Responsibilities
Under direct supervision:
• Handles situations, which may require adaptation of response
• Assist customers with billing inquiries and educating on energy consumption.
• Records and processes commitments on customer's accounts as appropriate.
• Assist customers with online account and mobile app request.
• Meet performance metrics and schedule adherence requirements daily.
• Assists with providing direction and guidance to less experienced team members
• Performs other job-related duties as assigned
Required Qualifications
• High School Grad / GED
• Experience: 1+ years
Preferred Qualifications
• None
Employee Group: Non-Exempt
Employee Type: Full Time
Job Category: Customer Service
Job Role: Associate
Referral Bonus: No
Relocation Provided: No
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