- We make it happen: We are a company of go getters, acting on every opportunity to help our company advance.
- We collaborate: We put teamwork first, bringing in everyone's ideas, because our collective energy makes us stronger.
- We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs.
- We care: We treat people how we want to be treated, listening closely and doing what's right, even when it's hard.
- Effectively handles steady flow of incoming calls and emails regarding customers' gas service.
- Responsible for the proper handling of both emergency and non emergency incoming and outgoing customer contacts.
- Responds to a wide range of clerical duties in the Customer Experience department.
- Performs expected job behaviors while exceeding quality and performance expectations.
- Effectively handles customer requests and resolves customer complaints through Company policies and procedures, exercising good judgment and remaining in compliance with the Missouri Public Service Commission.
- Diagnoses and resolves complex billing and payment issues.
- Regular attendance as scheduled (including adherence to scheduled breaks and lunches).
- Other duties as assigned.
- Ability to multitask as needed, to handle multiple issues at one time.
- Ability to listen attentively to gain the proper information.
- Ability to stay focused around other distractions as needed to prioritize daily work, ensure customer safety, and handle emergency situations in a timely manner.
- Ability to lead by example in support of the essential Behaviors and values.
- Ability to work as part of a team and display a positive attitude for a fast paced, dynamic environment.
- Ability to manage time effectively to meet company and individual goals and deadlines.
- Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.
- High school diploma or equivalent, required.
- Clear verbal and written communication skills.
- Problem solving and critical thinking skills.
- Ability to maintain composure in high pressure situations.
- Possess extreme attention to detail.
- Basic understanding of Microsoft Office programs (Word, Excel, Outlook, Teams), and other computer based tools.
- Full Time, Non-Exempt / Hourly, 8 hours per day, Monday thru Friday.
- Hybrid work schedule (3 days in office, 2 days at home).
- Training schedule: 8 weeks, in office required.
- Work performed in a shared office environment.
- Work is normally performed in a moderately noisy open office environment.
- Occasional overtime or after hours work as needed.
- STL based Connect Center Agents are part of a union.
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Contact Center Representative - Saint Louis, United States - Spire Inc.
Description
SummarySpire is seeking a CX Agent (a.k.a. Customer Service Representative) to assist Missouri customers start, stop, or transfer gas service, pay their bills, diagnose, and resolve complex billing issues, and promptly schedule emergency service orders.
As a representative, you'll gain an understanding of the processes involved in the journey of natural gas from the supplier through Spire's distribution pipelines to the natural gas meter at the customers' home.
Company OverviewAt Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It's a simple idea, but one that's at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:
By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.
None
Required Education (certifications, licenses)
Spire accepts online applications through our career site at jobs.spireenergy.
The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer.
We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual's race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws.
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