About the Role
On a day-to-day basis, agents can expect to participate in the following activities:
1) Review, analyze, and respond to customer billing inquiries
2) Resolve customer issues or questions
3) Processing payment deferrals and installment plans
4) Attempt to save customers who may be moving, unhappy with the plan or current rate
5) Quickly identify customer needs in the first few minutes of the call to offer the appropriate plan
6) Accurately enroll the customer in the correct plan
7) Strive to resolve the customer issues on the first call
8) Demonstrate knowledge of the client's processes and policies
9) Build trust and rapport with the client's customer through clear, respectful interaction
10) Always strive to ensure that overall customer satisfaction remains high while resolving issues
11) Understand ‘client call flow’ and regulations
12) Ensure no Public Utilities Commission Complaints are filed
13) Pay Rate is starting at $13.90 per hour
Requirements
This position is currently available in the following states Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Michigan, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, and Wyoming
This program uses a Virtual Gateway to connect to the client systems
A USB VoIP Headset is required in certification and while servicing
Minimum 8 GB RAM required
MUST maintain the most recent version of Windows 10 or 11 (fully patched with no pending updates)
About the Client
This client is one of the nation's largest electric generation and distribution and natural gas delivery holding companies, with the operational expertise and financial resources to serve the Midwest's energy needs safely, reliably, and responsibly. This client provides energy services to more than 4.6 million customers in Wisconsin, Illinois, Michigan, and Minnesota.