Job Description

Customer Care Representative 2 ( Multiple Openings!)

Atlanta, GA

About the Role

The Customer Care Representative will also receive and respond to mail, fax, email correspondence, and complaints with the highest degree of professionalism in a timely and proficient manner. The Customer Care Representative is responsible for taking actions to minimize risk and to ensure liability of the company is secure with each interaction. The Customer Care Representative works in a high-volume, fast-paced, and multi-tasking environment and takes ownership of commercial and residential customer requests (i.e., leaks, gas outages, work requests, etc.). Customer Care Representatives are responsible for regulatory compliance and compliance with work policies, practices, and procedures.

Responsibilities

• Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote the amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks.
• Process online orders
• Respond to service policies, rate questions, and billing inquiries.
• Update and maintain customer information.
• Answer Business Support Line.
• Adhere to established policies, procedures, and quality standards for work performed.
• Coordinate work requests with appropriate departments and service centers.
• Perform accounting functions related to orders, adjustments, and corrections.
• Report service disruptions (i.e., system outages and technical issues).
• Effectively transfer misdirected customer requests to the appropriate department.
• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Determine documentation requirements; review and maintain hard copies when necessary.
• Provide information related to outside assistance and other options.
• Prepare emergency, priority, and orders (i.e., leaks, no gas, low/high pressure, emergency locates, meter changes, and miscellaneous orders).
• Report on non-emergency service activities (i.e., errors, calls, emails, complaints and call trends).
• Investigate and probe to ensure clarity and that customers’ requests are satisfied according to emergency policies and procedures.
• Work with various internal departments (i.e., Credit and Collections, Legal) on preparing itemized statements for bankruptcies and researching and compiling documentation needed for court cases the company has been subpoenaed.

Qualifications

• Required: High School Diploma or GED
• Preferred: BA/BS degree, Bilingual (fluent)

Required Skills

• Excellent verbal and written communication skills.
• Customer Service basic proficiency.
• Strong analytical and problem-solving skills.
• Self-motivated to own reactive response to address customer issues with little oversight.
• Strong keyboarding skills.
• Quick thinker with an ability to make independent business decisions.
• Strong communication and interpersonal skills to effectively work with people, resolve issues, and motivate others.
• Ability to collaborate, provide direction, interpret, and apply policies/procedures.
• Ability to multitask and manage multiple projects simultaneously.
• Persuasion and negotiation skills.
• Time Management maximizing available time to its highest purpose while achieving objectives.

Preferred Skills

• Availability to work a flexible schedule and independently.
• 1-2 years’ experience in a utility or call center, or Equivalent academic/education and work experience.

Must be able to work in a 24/7 working environment, where shifts change due to business needs and seasons. Must be able to work required overtime and holidays. Maintain working knowledge of all company products and services. Responsible for maintaining the security of customer records. Identify potential process improvements/opportunities and provide feedback regarding service failures or customer service enhancements.

EEO

The Salem Group provides equal employment opportunity to all qualified employees and applicants for employment without regard to race, color, ancestry, national origin, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other category protected by law.

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