Customer Care Specialist 1

CoServ•Denton, TX

4d•Onsite

About The Position

The Customer Care Specialist 1 provides excellent service to our Members and Customers via phone and in person. They engage in a friendly and professional manner while actively listening to concerns. They answer questions, resolve problems, and provide trouble-shooting assistance. They communicate in an energetic fashion that is empathetic, courteous, and professional. The Customer Care Specialist 1 is an advocate for Members and Customers and seeks to resolve concerns on the first call or visit.

Requirements

High School Diploma or G.E.D equivalency.
One year of customer service experience in a contact center or retail environment.
Basic typing and 10-key skills
Knowledge of basic mathematics (addition, subtraction, percentages)
Effective oral and written communication
Ability to work in a team environment
Good judgement and problem-solving skills
Must be dependable, reliable, and punctual.
Ability to use standard office / business equipment
Ability to observe all safety rules and regulations

Nice To Haves

Associates degree or two years post-secondary education in business or communications.
Two years of experience in a contact center environment.
Knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)
Bilingual in Spanish

Responsibilities

Responsible for taking the initiative to gain knowledge and experience by utilizing internal resources (i.e., knowledge capture, training materials, Teams posts).
Directs Members / Customers, general public and others to proper person or department according to their needs.
Advises CoServ Members / Customers of energy conservation measures, billing rates, and CoServ payment options.
Assists Members / Customers with all related questions concerning electric and gas bills.
Updates account information as needed.
Handles difficult calls while maintaining poise, courtesy, and professionalism.
Consistently meets department standards.
Researches misapplied payments and make necessary adjustments.
Possesses a working knowledge of the disconnect policy for both gas and electric accounts.
Creates service orders for Assets Protection to process damage claims.
Initiates payment arrangements.
Takes service orders for connects and disconnects.
Initiates check requisitions.
Monitors and follows up on special circumstances with Members / Customers when applicable.
Understands the service order process and correctly initiates the service order type to the appropriate department.
Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.
Performs other duties and activities as directed.