Job Description
Bilingual Customer Service Representative
Pay: $18.00 - $18.75 per hour; depending on experience
Remote Schedule: Shift Hours: M-F 9:00 am - 6:00 pm. Service center operates 7:00 AM - 6:00 PM (must be flexible to adjust as needed).
Note: 2 mandatory on-site (4 hour) training days in March and October/November
**This role will have potential to move into a Team Lead role**Company Perks:
Work from home! After hired full-time, client offers Medical, Dental, Vision and 401k.
Job Summary:
Responsibilities:
Act as the main point of contact for customer inquiries, concerns, and complaints via various channels (phone, email, chat, social media, etc.).
Process and prepare mail and packages for shipping, including labeling, packaging, and arranging courier or postal services.
Provide accurate and efficient assistance to customers by identifying their needs and resolving their issues promptly and professionally.
Listen attentively to customer inquiries and provide appropriate solutions or alternatives within company guidelines and policies.
Escalate complex issues to the appropriate departments or supervisors for further resolution and follow-up.
Assist customers with placing orders, tracking shipments, processing returns, and other order-related tasks.
Make courtesy outbound calls to customers and record any feedback provided.
Handle irate or upset customers in a calm and professional manner, aiming to de-escalate situations and provide effective solutions.
Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner
Research account status and identify account issues
Address billing inquiries and resolve billing disputes
Process disconnection and reconnection requests
Enroll customers and resolve enrollment issues
Provide price quotes to prospective customers
Follow up with customers to attain required account information
Initiate collection activity on past due accounts and process disconnection and reconnection requests
Respond to emailed customer inquiries with factually and grammatically correct written communications
Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role
Track performance against targets
Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries
Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions.
MINIMUM REQUIREMENTS
Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred
Types at least 40 WPM
Must be Bilingual in English and Spanish
Previous sales experience preferred but not required
Experience in natural gas retail market preferred
Experience within the ERCOT retail electricity market strongly preferred
Experience in similar markets such as utilities, telecom, or cable preferred
High School diploma, GED, or equivalent math and English skills required
College degree or coursework a plus.
Outstanding phone etiquette and polished communication skills (written and verbal)
Ability to maintain a calm demeanor when dealing with agitated customers
Attentive to detail and committed to high quality customer service
Proficiency in Windows environment and MS Word and Excel applications
Comfortable in a fast paced environment where change is commonplace
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