Job Title: Customer Service Rep II Sales Support
Houston, Texas 77002
9 months onsite , W2 Contractor
Position Specific Description:
The successful candidate for this role will have experience in the retail energy environment; possess common knowledge of the PUCT rules and regulations specific to the energy industry with excellent interpersonal, time management, communication, and organizational skills with a strong dedication to providing exceptional customer service. Intermediate to advanced level of knowledge/expertise with Microsoft Office products as well as Internet technology is preferred to be successful in this role.
We strengthen and engage our greatest asset our people!! We look forward to working together and making an impact!
Job Overview:
This position requires critical decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, etc. with knowledge of corporate procedures & policies. Position emphasizes public relations and effective revenue risk management.
Job Duties & Responsibilities:
Receives customer's documentations, verifies customer's identity, possible fraud, switch Hold, etc.
Receives inbound calls from customers inquiring about pending enrollments for Residential and Small Commercial customers.
Performs outbound calls to follow up with customers to ensure the customer is aware of the hold in their order and the process to follow to execute the order of service.
Able to identify coaching opportunities for Care/Sales agents to ensure we are following the company's stablished rules.
Provide accurate reports in a timely manner to other departments as required, these reports provide critical agent's performance.
Provides coaching opportunities to 3rd party vendors in a professional way.
Provides agent coaching that support all customer growth initiatives.
Recommends process improvements to training and management teams.
Maintains working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk.
Required Qualifications
High School Grad / GED
Experience: 2+ years
Preferred Qualifications
Associate degree.
No CV Required
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