Customer Service- Deregulated
Customer Service-Deregulated
ON BOARD SERVICES
Please reference job #7647
6 month contract assignment in Davenport, IA
Requirements:
High school diploma/high school equivalent.
Two years of customer service/phone 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.
MS Office Excel.
Responsibilities:
Respond to customer calls and determine the best solution to meet customer needs, with the focus on first-call resolution and customer satisfaction.
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
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.
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
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.
Perform additional responsibilities as requested or assigned.
Expectations:
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 all billing, credit, meter reading and field related applications.
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.Estimated Salary: $20 to $28 per hour based on qualifications.
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