Call Center Representative

Philadelphia Gas Works•Philadelphia, PA

11d•Onsite

About The Position

The Call Center Representatives in our Telephone Call Center is responsible to handle incoming calls via our ACD system and to ensure that the calls are handled per the rules and regulations established by the Public Utility Commission. Customer Service Representatives provide customer information related to billing, collection, and the tariff, etc., and also accept and process applications for gas service. Our Telephone Call Center is open 24 hours a day - 7 days a week, as such, Customer Service Representatives are assigned to various shifts. Starting times for Customer Service Representatives vary according to shift assignment. The main hours of operation are 8:00 am to 6:00 pm Monday through Friday. Nights, weekends, and holidays could be required.

Requirements

High School Diploma/GED is required.
Must be familiar with company policies, procedures and tariffs, and the functions of all company departments, in order to satisfactorily answer customer inquiries.
Must have good communication skills with the ability to represent both customer and company fairly in differences of opinion regarding company policies and practice.
Must be able to exercise tact, courtesy, neatness and self- control in day to day dealings with assignments, customers and co-workers.
Must be computer literate with knowledge of Microsoft Office and ability to learn other specialized computer database systems.
Excellent verbal and written communication skills.
Available to work all shifts when required, including weekends and holidays.
Able to multitask
Subject to drug and alcohol testing in accordance with the Collective Bargaining Agreement & PGW policy.
Must be able to pass computer based pre-employment testing administered by HR Department.
Continued employment contingent upon your ability to successfully complete the required training and all assessments for newly hired customer service representatives.
Must also pass a pre-employment physical and screening for alcohol and illicit/illegal drugs prior to beginning work; and will be subject to random drug testing for the duration of employment as this is a safety sensitive position.
This position is subject to Federal drug testing requirements which is includes testing for substances including but not limited to marijuana

Responsibilities

Respond to all calls in a timely and efficient manner for the duration of their assigned shift.
Assist customer with account questions, resolving customer issues and recommending solutions.
Be available to handle customer calls and utilize the established CIC statuses to meet call center KPI`s.
The CSR is responsible for providing first call resolution and complete any tasks associated with the customer`s question/complaint.
Provide information on programs, grants and products per the PUC guidelines.
Complete work associated with the customers` inquiry/request. Example complete credit denial, medical, forward to various internal departments as established in the training guideline.
CSR must follow all the processes/training that is provided to them by the training department.
Maintain a positive, empathetic and professional attitude towards internal and external customers at all times.
Thoroughly review account information, be resourceful when resolving customer questions/concerns and be independent when assisting customers in order to provide them with first call resolution.
Follow directions provided by workforce management based on the employee schedule and established call center work rules.
Communicate PGW programs and processes so that customer can make educated decisions based on established PUC regulations.
Perform all related duties as assigned.