Job Description:
This Customer Care Representative will handle inbound/outbound calls, emails, and live chats from residential, small business, and C&I customers, providing step-by-step instructions for enrollment onto this company's energy supply service. They will address billing, contract, and enrollment-related inquiries, conduct research to resolve complex customer issues, facilitate online payments and auto pay enrollments, monitor, and escalate customer complaints, and participate in weekly reviews to improve customer interaction skills. In addition, they will process agency agreement forms, facilitate contract management requests, assist in management-led projects, notify customers of account changes, and handle incoming mail from utilities.
Key Duties & Responsibilities:
- Handle inbound calls, emails, and live chats professionally.
- Address billing, contract, and enrollment questions.
- Resolve complex issues and escalate complaints.
- Work with utilities to resolve customer issues.
- Facilitate online payments and auto pay enrollments.
- Adhere to team standards and goals.
- Participate in weekly reviews for feedback and improvement.