Customer Service Rep 1 & 2 year (Decatur)

Ameren • Decatur, IL

10d • $21 - $25 • Hybrid

About The Position

About Ameren Illinois Ameren Illinois provides electric transmission and distribution service and natural gas distribution service. Every day, we deliver electricity to 1.2 million electric and 816,000 natural gas customers in central and southern Illinois. We deliver safe, reliable energy to more than 1,200 communities. Ameren Illinois delivers energy to 1.2 million electric and 812,000 natural gas customers in Illinois, and our mission is to meet their energy needs in a safe, reliable, efficient and environmentally responsible manner. Our service area covers more than 1,200 communities and 43,700 square miles. For more information, visit AmerenIllinois.com or find us on Twitter @AmerenIllinois. About the Position This position will be located in Decatur, IL with flexible remote work hours. Candidates, who under direct but not constant supervision will perform customer service work in a telephone contact center environment. The Customer Service Rep 1 & 2 Year must be able to do the following: Use good business judgment when handling non-standard situations as defined in training materials. Participate in on-going training activities as necessary to learn customer service policies and become proficient in operating processes and procedures. Influence others with positive attitude with a focus on teamwork and cooperation. Receive and schedule customer requests such as service initiations and terminations, meter installations/removals, gas leaks, electric outages, etc. Secure necessary information/documentation from customers such as medical equipment registry, medical certificates, proper identification, etc. Explain company policies and procedures to customers and respond to customer inquiries concerning billing rates, payment plans, etc., and take appropriate action. Arrange satisfactory payment transactions such as payment agreements, payment extensions, etc. Advise customers of company programs such as budget billing, preferred due date, automatic bill payment, etc. Respond promptly to emergency situations and document pertinent information. Actively contribute to team and contact center assignments including various overtime assignments.

Requirements

• A High School diploma or equivalent is required; a Bachelor's or Associate's is degree preferred.
• Excellent math and computer skills are required.
• As a condition of acceptance on this job, candidates who are otherwise qualified will be required to take and be recommended on medical testing/drug screening and the Edison Electric Institute Customer Service Representative (CSR) aptitude tests.
• This position is covered by the IBEW bargaining agreement
• The Contact Center operates 24/7/365 with a wide range of work shifts.
• This position includes performance DOT-covered safety sensitive functions.

Nice To Haves

• Having customer service experience in banking, telephone, collections, insurance or other related areas preferred.
• Previous call center experience is strongly preferred.

Responsibilities

• Use good business judgment when handling non-standard situations as defined in training materials.
• Participate in on-going training activities as necessary to learn customer service policies and become proficient in operating processes and procedures.
• Influence others with positive attitude with a focus on teamwork and cooperation.
• Receive and schedule customer requests such as service initiations and terminations, meter installations/removals, gas leaks, electric outages, etc.
• Secure necessary information/documentation from customers such as medical equipment registry, medical certificates, proper identification, etc.
• Explain company policies and procedures to customers and respond to customer inquiries concerning billing rates, payment plans, etc., and take appropriate action.
• Arrange satisfactory payment transactions such as payment agreements, payment extensions, etc.
• Advise customers of company programs such as budget billing, preferred due date, automatic bill payment, etc.
• Respond promptly to emergency situations and document pertinent information.
• Actively contribute to team and contact center assignments including various overtime assignments.

Benefits

• Position is eligible for annual incentive payments based on company performance and subject to sole management discretion.
• Visit our Benefits & Perks Page for more information on benefits provided to regular full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED