Customer Support Associate

Citizens Energy Group•Indianapolis, IN

2d•Onsite

About The Position

The Customer Support Associate handles customer inquiries received via various methods: chat, phone, social media, correspondence, web, and email. Inquiries include, but are not limited to: bill review, budget enrollments, deposit calculations, account status updates and/or changes, historical consumption information, letter of credit requests, refund requests, Energy Assistance Program qualifications assistance, payment arrangements, submitting claims, research payment posting issues, document and seeks resolutions for customer complaints, and identifies and communicates any issues experienced by the customer and/or the associate to ensure a timely resolution. This position is responsible for gathering, interpreting, and processing information required for the completion of various service orders and inquiries while utilizing the Customer Information System (CIS) and other necessary software. Service orders include: move-in, move-out, bill paid turn-ons, change and test requests, and all other service related orders for customers. The Customer Support Associates may also be required to perform as the company Operator and/or clerical/back office duties as needed. All associates are required to adhere to prescribed customer contact and departmental standards.

Requirements

Graduation from High School or equivalent
Must be proficient with the operation of a personal computer
Proficiency in Microsoft Office applications
Excellent data entry skills
Excellent written and verbal communication skills
Proven Customer Service experience

Nice To Haves

Demonstrated analytical abilities and initiatives
Problem solving skills
Ability to work within a team environment
Ability to effectively communicate with a diverse customer base
Ability to complete work assignments with little direction

Responsibilities

Manage account inquiries and requests such as budget enrollments, co-applicants, deposits, Power of Attorney, account updates, summer sewer charges, late payment adjustments, extended due dates.
Create work orders for the services needed such as move-in, move-out, bill paid turn-ons, and other service order types.
Determine the appropriate payment options for our customers, such as credit card, automatic bank deductions, payment arrangements, assistance, and identifying payment locations.
Handle service inquiries such as backflow, service restorations, water availability, meter relocations, and cold weather inquiries.
Communicate with other areas such as billing and dispatch to make corrections, etc.
Including, but not limited to Operator, clerical/back office work, assist with training, floor walking, mentoring, etc.
Perform other duties as assigned.