Call Center Customer Service Representative Job# 202746
Qualifications:
High school diploma/high school equivalent. Two years of customer service experience. Effective oral and written communication skills. Strong interpersonal skills. Effective negotiation and analytical skills to handle escalated customer situations, recognize patterns in data, information or events in order to draw logical conclusions and make recommendations for action. Effective analytical and problem-solving skills. Ability to prioritize and handle multiple tasks and projects concurrently. High degree of accuracy, attention to detail and follow-through. Available for 24/7 environment, including scheduled and unscheduled overtime and on call duty as assigned.
Responsibilities:
Respond to customer calls using established conversation model to determine the best solution to meet customer needs, with the focus on first-call resolution and customer satisfaction. This includes the ability to analyze complex billing, credit and payment situations, follow relevant regulatory requirements to provide the best and most appropriate options to the customer. Meet quality assurance requirements and other key performance metrics. (75%) Efficiently interpret and analyze emergency/life threatening situations, place the correct order and/or take the appropriate action to provide for the safety of customers, employees and property. (10%) Perform research and follow-up on customer accounts. This may require outbound calls, communication with other departments and contacting customers with appropriate information and outcomes. (15%) Perform additional responsibilities as requested or assigned, which may include, but is not limited to, serving as mentor for CSAs in training, serving periodically as an acting lead customer service associate or serving as subject matter expert on project teams or handling new programs and services. (0-5%) Performance Expectations (Key Success Factors) Perform responsibilities as directed within determined time frames and with a high degree of accuracy. Be compliant to schedules and work within a highly structured environment where punctuality and availability are critical. Must have a strong work ethic and be a self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment. Optimize the customer experience and perception of the Company. Perform at a highly accurate and efficient level in all aspects of the customer service function. Insure customer interactions are accurate and efficient while striving to resolve all customer inquiries and requests with a focus on first call resolution. Display strong verbal and written communication skills, a sense of urgency and the ability to process critical information accurately and efficiently. Employ high level listening skills in order to assess the customer situation and provide appropriate assistance and solutions. Maintain professional and courteous demeanor and be able to quickly develop a rapport with customers over the phone. Demonstrate comprehensive knowledge and understanding of regulatory issues, especially as they relate to credit in all states where MidAmerican Energy Company provides services. Understand the complex residential electric and gas rate structures and accurately address rate and usage questions presented by customers. Demonstrate comprehensive knowledge and understanding of all billing, credit, meter reading and field related applications. Understand the various programs, such as Energy Efficiency and critical environmental and safety information and apply this knowledge as appropriate to improve the customer and Company experience. Maintain the professional competence, knowledge and skills necessary to complete responsibilities; enhance job knowledge and abilities by taking personal responsibility for professional development and training. Effectively navigate highly technical computer systems, access critical information and effectively use resources and references to improve performance and provide solutions to both internal and external customers. Suggest process improvements based on experience and interaction with customers and systems. Maintain and improve quality results and customer satisfaction by adhering to policies and procedures and making recommendations for improvement. Assist customers with any technical issues experienced with website and escalate any issues as appropriate. Demonstrate highly effective soft skills and professionalism to minimize customer escalations. Maintain sensitive and confidential customer and company information. Articulate MidAmerican Energy Company policies and procedures in a way that is easily understood and accepted by both internal and external customers. Understand the cycle of service and impacts to the customer and company when the cycle fails. Establish and maintain effective work relationships within all departments of the company. Attend work on a regular basis and support the company''s employee policies and procedures, including workplace safety rules. Ensure all compliance aspects of position are known and followed; understand and comply with all policies, codes and regulations applicable to position and company
Estimated Salary: $20 to $28 per hour based on qualifications.
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