CX Advisor, Contact Center (Rotating Shifts)

LUMA Energy•Ponce, PR

2d•Onsite

About The Position

Responsible for managing customer interactions across multiple channels, including calls, emails, social media, and chat, including those handled by Associate Customer Experience Advisors (ACXAs), as well as resolving more complex requests while working flexible schedules that may include late nights, weekends, rotating shifts, and on-call duties. Answers incoming calls from customers and respond to interactions through written channels such as email, mail, chat, and social media, ensuring timely and accurate communication across all platforms. Provides positive customer experience by demonstrating empathy and understanding and assuring customers that their situation is fully owned until resolution. Negotiates account resolution with customers as appropriate, achieving mutually beneficial outcomes and maintaining customer satisfaction. Assists in identifying and developing creative solutions to address and reduce future customer complaints, supporting continuous improvement and enhancing overall customer experience. Strives for First Call Resolution and maintains a positive Voice of Customer (VOC) score, reflecting high-quality service and customer trust. Makes outbound calls as needed, proactively addressing customer needs and ensuring follow-up on pending issues. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Requirements

High School Diploma or equivalent
1 to 3 years' experience with functional role responsibilities
Availability to work rotating shifts and outside shift hours
Attention to Detail: Ensures accuracy in data entry, documentation, and task execution
Process Adherence: Follows established procedures and workflows consistently
Strong interpersonal skills through effective verbal and written communication with a focus on customer service and the ability to manage and resolve conflict
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)

Responsibilities

Managing customer interactions across multiple channels, including calls, emails, social media, and chat, including those handled by Associate Customer Experience Advisors (ACXAs).
Resolving more complex requests.
Answering incoming calls from customers and responding to interactions through written channels such as email, mail, chat, and social media, ensuring timely and accurate communication across all platforms.
Providing positive customer experience by demonstrating empathy and understanding and assuring customers that their situation is fully owned until resolution.
Negotiating account resolution with customers as appropriate, achieving mutually beneficial outcomes and maintaining customer satisfaction.
Assisting in identifying and developing creative solutions to address and reduce future customer complaints, supporting continuous improvement and enhancing overall customer experience.
Striving for First Call Resolution and maintaining a positive Voice of Customer (VOC) score, reflecting high-quality service and customer trust.
Making outbound calls as needed, proactively addressing customer needs and ensuring follow-up on pending issues.
Following established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
Participating in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
Performing additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.