Customer Service Rep 1 & 2 year (Decatur)

Ameren•Decatur, IL

2d•Hybrid

About The Position

This position follows a hybrid work model. Work location and shifts are scheduled, with shifts awarded by seniority. 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
Excellent math and computer skills are required
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.

Nice To Haves

a Bachelor's or Associate's is degree preferred
Having customer service experience in banking, telephone, collections, insurance or other related areas preferred
Previous call center experience is strongly preferred

Responsibilities

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.