Job Details

Bilingual Customer Service Representative - Remote

Pay: $18.00 per hour

Remote Schedule: Shift Hours: M-F 9:00 am - 6:00 pm. Service center operates 7:00 AM - 6:00 PM (must be flexible to adjust as needed).

Note: 2 mandatory on-site (4 hour) training days in March and October/November. Training will be held ONSITE the first week.

Company Perks:

Work from home! After hired full-time, client offers Medical, Dental, Vision and 401k.

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. The ideal candidate will possess excellent communication and problem-solving skills as well as a strong commitment to providing exceptional service to our valued customers.

Responsibilities:

• Act as the main point of contact for customer inquiries, concerns, and complaints via various channels (phone, email, chat, social media, etc.).
• Process and prepare mail and packages for shipping, including labeling, packaging, and arranging courier or postal services.
• Provide accurate and efficient assistance to customers by identifying their needs and resolving their issues promptly and professionally.
• Listen attentively to customer inquiries and provide appropriate solutions or alternatives within company guidelines and policies.
• Escalate complex issues to the appropriate departments or supervisors for further resolution and follow-up.
• Assist customers with placing orders, tracking shipments, processing returns, and other order-related tasks.
• Make courtesy outbound calls to customers and record any feedback provided.
• Handle irate or upset customers in a calm and professional manner, aiming to de-escalate situations and provide effective solutions.
• 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 reconnection requests.
• Enroll customers and resolve enrollment issues.
• Provide price quotes to prospective customers.
• Follow up with customers to attain required account information.
• Initiate collection activity on past due accounts and process disconnection and reconnection requests.
• Respond to emailed customer inquiries with factually and grammatically correct written communications.
• Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role.
• Track performance against targets.
• Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries.
• Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions.

Minimum Requirements:

• Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred.
• Types at least 40 WPM.
• Must be Bilingual in English and Spanish.
• Previous sales experience preferred but not required.
• Experience in natural gas retail market preferred.
• Experience within the ERCOT retail electricity market strongly preferred.
• Experience in similar markets such as utilities, telecom, or cable preferred.
• High School diploma, GED, or equivalent math and English skills required.
• College degree or coursework a plus.
• Outstanding phone etiquette and polished communication skills (written and verbal).
• Ability to maintain a calm demeanor when dealing with agitated customers.
• Attentive to detail and committed to high quality customer service.
• Proficiency in Windows environment and MS Word and Excel applications.
• Comfortable in a fast paced environment where change is commonplace.