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