Customer Correspondence Specialist 1

CoServ Job Search•Corinth, TX

8h•Onsite

About The Position

The Customer Correspondence Specialist 1 provides excellent service to Members and Customers by responding to email and live chat inquiries received via CoServ.com. The specialist answers questions, resolves problems, and provides troubleshooting assistance using empathetic, courteous, professional, and clear communication. The role holds primary responsibility for residential email and live chat inquiries and reports to the Customer Care Supervisor. The position also processes account-related documents and requests, supports Customer Care Specialists, responds to inbound calls as assigned, and follows CoServ safety, operating, and information-security policies and procedures.

Requirements

High school diploma or G.E.D. equivalency.
Two years of experience in a contact center environment.
Basic typing and 10-key skills.
Ability to work in an office environment.
Knowledge of basic mathematics.
Excellent written and oral human-relations and communication skills.
Ability to work independently with minimal supervision.
Ability to work in a team environment.
Good judgment and problem-solving skills.
Ability to use standard office and business equipment.
Ability to observe all safety rules and regulations.
Advanced proficiency in Microsoft Word and Excel.
Ability to correspond electronically in a professional and thoughtful manner.
Ability to work extended and flexible hours as needed and directed.

Nice To Haves

College degree in business or a similar discipline.
Experience communicating with regulatory agencies.
Experience with electric cooperatives or other utilities.
One year of leadership experience.
Knowledge of Microsoft Office Suite, including Excel, Word, and Outlook.
Proficiency in the Zendesk application.

Responsibilities

Research and respond to email and live chat inquiries received via CoServ.com.
Process credit reference letters and determine whether the information provided is sufficient to waive electric and gas deposits.
Process death certificates and update accounts accordingly.
Review and work tasks assigned by Customer Care Specialists.
Respond to emails addressed to [email protected].
Process Member and Customer name changes after receiving required legal documents validating the change.
Process letter requests and fulfill requests for Customer Care Specialists and Members.
Work reconciliation reports to correct Member numbers and identify possible name changes.
Process automatic bank draft authorization forms for commercial Members and Customers.
Handle capital credit inquiries and may help educate staff about the capital credit process.
Handle inbound calls based on contact center needs and during an assigned monthly rotation.
Comply with CoServ safety and operating rules, procedures, and guidelines, and report unsafe practices to a supervisor.
Comply with CoServ Information Security Handbook policies, procedures, and guidelines, and report suspected information-security incidents to Client Services.
Complete writing and communications tasks as assigned.
Attend CoServ University training sessions and other required departmental meetings.
Complete computer-based safety courses as necessary.
Perform other duties and activities as directed.