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- Respond to customer inquiries via phone, email, or chat regarding utility services, including billing, service interruptions, and account inquiries.
- Provide accurate and timely information to customers regarding utility policies, procedures, and service offerings.
- Assist customers with setting up new utility accounts, transferring services, and processing payments.
- Address customer concerns and complaints with professionalism and empathy, striving to resolve issues to the customers satisfaction.
- Utilize internal systems and databases to access customer account information and update records as needed.
- Collaborate with other departments to escalate complex issues and ensure timely resolution.
- Stay informed about changes in utility regulations, policies, and procedures to provide up-to-date assistance to customers.
- Adhere to established performance metrics and quality standards for customer service delivery.
- Continuously seek opportunities for improvement in processes and customer interactions to enhance overall service delivery.
- High school diploma or equivalent; additional education or training in customer service is a plus.
- Previous experience in a customer service or call center environment preferred.
- Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
- Strong problem-solving abilities and the capacity to remain calm and composed under pressure.
- Proficiency in using computer systems and software applications, including CRM tools and Microsoft Office suite.
- Ability to work flexible hours, including evenings, weekends, and holidays, as required.
- Commitment to providing exceptional customer service and representing the utility company in a positive manner.
- Strong attention to detail and accuracy in data entry and information processing.
- Empathetic and patient demeanor, with a genuine desire to assist customers and resolve their concerns.
Call Center Customer Service Representative - Richardson, United States - Tekskills
Description
Job Title: Utility Contact Centre Agent
Location: Richardson, TX
Duration: 12+ months
Job Description:
Requirements: