Customer Correspondence Specialist 1

CoServ•Denton, TX

20h•Onsite

About The Position

The Customer Correspondence Specialist 1 provides excellent service to our Members and Customers by responding to e-mails and live chats received via CoServ.com. They answer questions, resolve problems, and provide trouble-shooting assistance. They communicate in a comprehensible fashion that is empathetic, courteous, and professional. The Customer Correspondence Specialist 1 reports to the Customer Care Supervisor and holds primary responsibility for responding to residential e-mail and live chat inquiries received via CoServ.com.

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 human relations and communications skills (written and oral)
Ability to work independently with minimum supervision
Ability to work in a team environment
Good judgement and problem-solving skills
Ability to use standard office / 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

Nice To Haves

College degree in business or similar discipline
Experience in communicating with regulatory agencies
Experience with electric cooperatives or other utility
One year of leadership experience
Knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)
Proficiency in Zendesk application

Responsibilities

Researches and responds to e-mail and live chat inquiries received via CoServ.com
Processes all credit reference letters by determining if information is sufficient to waive the electric and gas deposits
Processes all death certificates and updates accounts accordingly
Reviews and works all tasks assigned by Customer Care Specialists
Responds to all emails addressed to [email protected] [[email protected]]
Processes all name changes requested by Members / Customers upon receipt of required legal documents validating name change
Processes letter requests and handles fulfillment for both Customer Care Specialists and Members
Works reconciliation report to correct Member numbers and identify possible name changes
Processes automatic bank draft authorization forms for commercial Members / Customers
Handles capital credit inquiries and may assist with educating staff on the capital credit process
Handles inbound calls based on contact center needs and during assigned monthly rotation.
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 Client Services.
Completes various writing / communications tasks as assigned
Attends CoServ University training sessions
Attends other departmental meetings as required
Completes computer-based safety courses as necessary
Performs other duties and activities as directed.