Eligo Energy is seeking an Escalations Support Specialist who can provide excellent customer service to our clients. Eligo Energy offers an outstanding opportunity for energetic, self-motivated individuals to make an impact as part of a dynamic remote team. We offer competitive compensation, quarterly bonuses, and generous health insurance plans. Eligo Energy is a low-turnover company based on our positive remote working environment and compensation plan.
If you enjoy helping others, are a subject matter expert, and are ready to make a difference in an escalated support role, we want to hear from you.
As an Escalations Support Specialist in a remote role, you will work to promptly de-escalate Issues that may arise with commercial and residential customers.
Requirements
Job and Duties Description
Your responsibilities will include, but are not limited to, the following:
- Complete "pre-complaint" service tickets created by the Customer Service team
- Take escalated calls and work to satisfy customer complaints
- Develop thorough knowledge of Deregulated Energy Markets, Utility regulations and requirements for retail energy suppliers to efficiently assist our customers
- Maintain a high level of customer service and professionalism while building rapport with callers
- Provide accurate information to customers by utilizing multiple internal systems to locate, interpret, and communicate information to customers
- Escalate complicated issues to the appropriate internal teams to resolve customer requests.
- Act as a subject matter expert for the Customer Service Team in the area of customer complaints
- Research and resolve enrollment failures and dropped customer accounts, billing and rate disputes to minimize any negative financial impact
- Other duties and tasks may be assigned by the Regulatory Compliance Manager
Qualifications:
- A minimum of 2 years of Customer Service Experience
- A minimum of 1 year in a supervisor or Escalated role
- Strong analytical and critical thinking skills
- Excellent Customer Service skills
- Ability to manage and complete multiple tasks
- Exceptional communication skills
- Accountability to accept and implement coaching and feedback to achieve performance goals
Additional Requirements:
- The ability to work from home in a virtual work environment
- High-Speed internet connectivity (No hotspot)
- A quiet workspace
- Ability to use dual monitors to multi-task using multiple applications
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary, & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Work From Home
- Salary Range 45,000 -50,000