Contact Center Specialist

Job Description:

Xcel Energy, a leading energy company in London, England, is seeking a part-time Contact Center Specialist to join our team at the Associate level. We are looking for a highly skilled and motivated individual with at least 4 years of experience in customer service or contact center operations.

Responsibilities: 1. Answer inbound calls from customers regarding billing inquiries, service requests, and general information. 2. Provide excellent customer service by resolving customer issues and concerns in a timely and professional manner. 3. Make outbound calls to follow up on customer inquiries, conduct surveys, and provide updates on services. 4. Utilize a CRM system to accurately document customer interactions and provide detailed information to other departments. 5. Identify opportunities for process improvement and collaborate with team members to implement innovative solutions. 6. Assist with training new employees on contact center procedures and customer service best practices. 7. Work closely with other departments to ensure seamless communication and resolution of customer issues. 8. Meet and exceed key performance indicators, such as call quality, first call resolution, and customer satisfaction.

Requirements: 1. Resourceful and confident individual with a strong customer service mindset. 2. Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and team members. 3. Solid understanding of strategic planning and the ability to think creatively to solve customer problems. 4. Proficiency in using CRM systems and other contact center technology. 5. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 6. Strong attention to detail and organizational skills. 7. Previous experience in a contact center or customer service role preferred.

Benefits: 1. Paid overtime for exceeding performance metrics. 2. Retirement plan with employer matching contributions. 3. Company transportation provided for employees working late shifts. 4. Opportunity for career growth and development within the company.

Working Environment: At Xcel Energy, we empower our employees to take ownership of their roles and make impactful decisions that benefit our customers and the company as a whole. We foster a collaborative and supportive work environment where all team members are encouraged to contribute their ideas and feedback.

Deadline to Apply: May 2, 2024

Equal Opportunity Statement: Xcel Energy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.