Customer Correspondence Specialist 1

CoServ•Denton, TX

1d•Onsite

About The Position

The Customer Correspondence Specialist 1 provides service to Members and Customers by responding to email and live chat inquiries received through CoServ.com. The role answers questions, resolves problems, and provides troubleshooting assistance using empathetic, courteous, professional, and understandable communication. The specialist has primary responsibility for residential email and live chat inquiries and reports to the Customer Care Supervisor.

Requirements

High school diploma or GED 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 minimum supervision and 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.
Ability to lift a minimum of 25 pounds.
Ability to sit for long periods and frequently sit, stand, walk, bend, and reach.

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-change requests after receiving required legal documents validating the change.
Process letter requests and handle fulfillment 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 potentially assist with educating staff about the capital credit process.
Handle inbound calls based on contact center needs and during the assigned monthly rotation.
Follow CoServ safety and operating rules, procedures, and guidelines, and report unsafe practices to a supervisor.
Follow 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 departmental meetings as required.
Complete computer-based safety courses as necessary.
Perform other duties and activities as directed.