Customer Service Representative II

Job Title: Customer Care Representative 

Location: Gastonia, NC

Pay Rate: $20/hr

Duration: 12+ Month Contract

Summary:

• Work Mode: Onsite for the first 6 months, with potential remote work based on performance

Responsibilities:

• Respond professionally and efficiently to incoming calls and establish a relationship of trust with customers.
• Listen and understand customers’ needs; provide on-the-spot solutions in an efficient & courteous manner.
• Operate according to performance standards and regulatory requirements to ensure customer service quality, effectiveness, and efficiency.
• Learn and leverage customer information systems, as well as other applications daily.
• Assist customers with credit difficulties, termination of service notices, and possible gas-related emergencies.
• Use clearly defined rules and guidelines to negotiate payment plans that meet regulatory requirements.
• Complete accurate work reflective of all processes, procedures, and follow-up for the type of customer account being worked.
• Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.
• Perform related administrative tasks as the need arises.
• Live the company values of Safety, Integrity, Respect, Inclusion, and High Performance.

Requirements:

• Proven verbal and written communication skills.
• Ability to exercise good judgment with minimal supervision.
• Excellent analytical skills, decision-making ability, negotiation, and problem-solving skills.
• Basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.).
• A basic understanding of organization/department/section policies/procedures.
• A basic understanding of billing, rates, credit, energy usage, and customer accounts.
• Demonstrate the ability to de-escalate a call with irate and difficult customers.
• Identify and resolve basic routine issues.
• Work varying shifts, nights, weekends, and during emergency situations.
• Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.
• Excellent interpersonal skills and ability to function within a team.
• Punctual and ability to plan and use time effectively.
• Flexibility with respect to shifts.
• Successfully complete a background check and drug screening.

Preferred Skills:

• Three or more years of customer contact experience.
• Understanding of company’s intent to be the first choice of customers, needs of the business, and the related Customer Care Operations need to deliver on that intent.
• Bilingual English/Spanish.

Benefits:

• Office Work Environment
• Training schedule is from 8 a.m. until 5 p.m. Monday through Friday.
• Potential for remote work after the first 6 months, based on performance.