Remote Customer Solutions Representative
This is a full time remote position with equipment provided. The successful candidate will be required to report to one of our customer service locations in Kentucky on the first day of employment to attend orientation and receive their equipment. Pay starting at $16 per hour. Training will be 8am-5pm. Once training is complete the hours will be 10am-7pm. We offer a robust benefit package, 401k and paid vacation and holidays. Must have a minimum internet speed of at least 7mbps upload and a minimum of at least 20 mbps download.
Customer Solutions Representatives work diligently to provide answers for and solve customer issues. In this position, you are empowered to educate customers, resolve issues, and tailor solutions to fit customers' needs. This is an entry level position responsible for effectively answering and resolving customer requests and inquiries using a blend of excellent interpersonal skills and a desire to provide exceptional customer service while balancing the needs of the customer and the Company. This position is responsible for resolving customer contacts the first-time using the Company provided systems and tools provided to you in training while adhering to policies, procedures and regulations. Customer Solutions Representatives work under supervision to consistently exceed established productivity and quality standards, while meeting defined key performance goals.
Required Education & Experience
High school diploma or GED is required. Minimum of one year of customer service or sales experience. Demonstrates a positive attitude, high level of integrity, and possesses a solution-oriented mindset. Team player with a demonstrated ability and desire to build strong working relationships. Strong verbal and written communication skills, Proficiency with MS Office and basic math skills. MUST live within two hours of one of our four call center locations.
Experience analyzing and resolving customer problems in a customer contact center, retail environment, or professional office environment using windows-based computer software as the primary instrument to perform job duties, .Electric and/or natural gas utility industry experience. Two or 4 year college degree preferably in a business field, Experience working with SAP
Must have a minimum internet speed of at least 7mbps upload and a minimum of at least 20 mbps download.
This is a full time remote position with equipment provided. The successful candidate will be required to report to one of our customer service locations in Kentucky on the first day of employment to attend orientation and receive their equipment. Pay starting at $16 per hour. Training will be 8am-5pm. Once training is complete the hours will be 10am-7pm. We offer a robust benefit package, 401k and paid vacation and holidays.
Develop and maintain a working knowledge of contact center software applications and related systems to effectively serve natural gas and electric customers Take calls from multiple queues to assist customers Work to resolve customer requests and inquiries on the first contact Negotiate payment plans with customers and low-income agency representatives to avoid disconnection of electric/gas service, and work with customers to reconnect service that has been disconnected while ensuring adherence to Company policies Effectively communicate information with customers that may include: reports of power/natural gas outages service restoration status, monthly energy consumption, regulated rates, meter reading schedules, estimated bills, disconnection notices, reconnection procedures, etc. Accurately analyze account history including debits/credits and balances, research applicable records for customers, and if necessary, communicate this information to supervisors and peers to effectively resolve customer inquiries Maintain working knowledge of all Company processes and procedures, policies, operations, billing rates and functions, energy efficiency programs, and marketing programs Ensure regular attendance and adhere to a specific daily schedule including start and end times, scheduled breaks, and lunches Participate in on-call scheduling for outage and other emergency events, and cover alternate shifts, as appropriate Demonstrate compliance and adherence to Company safety initiatives Obtain and maintain Gas Operation Qualification standards as required during training. All other duties and projects as assigned
Contact center environment with moderate noise level due to inbound customer calls and workspace configuration. Customer service hours of operation are Monday - Friday, 7 a.m. to 7 p.m. Eastern. The contact center operates 24x7x365, so some shifts provide alternate evening, overnight and weekend coverage. Overtime as needed based on business need. On-call responsibilities required for emergency events and other business need. During large scale outage events, extended work hours and remote work assignments are required.
Frequently speaking, listening using a headset, primarily sitting, use of hands/finger across keyboard or mouse, long periods working at a computer. May have limited travel throughout the LG&E and KU service territory.