Customer Experience Agent - Fully Remote

Job description This position is responsible for providing service to customers in the Electricity industry. Essential Duties/Responsibilities: ? 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 re-connection requests ? Enroll customers and resolve enrollment issues ? Initiate collection activity on past due accounts and process disconnection and re-connection requests ? Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role Skills/Knowledge/Abilities: ? Bilingual (English/Spanish) Required ? Outstanding phone etiquette and polished communication skills (written and verbal) ? Excellent listening skills ? Ability to maintain a calm demeanor when dealing with agitated customers ? Attentive to detail and committed to high quality customer service ? Strong quantitative, analytical, and problem solving skills ? Willingness to identify problems and suggest process improvements ? Proficiency in Windows environment and MS Word and Excel applications ? Comfortable in a fast paced environment where change is commonplace Experience: ? Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred ? Experience within the retail electricity industry strongly preferred ? Experience in similar markets such as utilities, telecom, or cable preferred