Customer Service Representative II

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: