Representative - Customer Relations Center

Iberdrola • Rochester, NY

5d • $26 • Onsite

About The Position

As a Representative - Customer Relations Center (CSR) you will handle all phases of customer inquiries received by telephone, correspondence (written, email, and chat); and process applications for service and extension of facilities. You will respond to customer inquiries and complaints (bill payment, usage inquiries, account updates, service, credit and collections) in a customer focused manner. All CSR employees will respond to inbound service emergencies; this position requires strict attendance in a storm role.

Requirements

• High School Diploma/GED equivalent.
• Previous work experience in a customer service environment.
• Must have proven verbal and written communication skills that demonstrate the ability to communicate in an intelligent and effective manner by telephone or in writing.
• Must possess effective listening skills and be able to follow oral and written instructions.
• Must have compassion and understanding of customers' problems and ability to use good judgement in dealing with these problems.
• Must have proven problem solving skills and good analytical skills to be able to review and analyze customer accounts.
• Must have experience in using a computer terminal and/or a personal computer.
• Must be flexible and able to adapt to changes in priorities and procedures to meet the needs of customers.
• This is a DOT safety-sensitive position. Any applicant transferring into this department from a non-safety position will be required to pass a pre-employment drug screen.

Responsibilities

• Answers inquiries (telephone or written) from customers regarding billing, service and all inquiries pertinent to customer relations.
• Answers customer inquiries regarding credit and collection and makes arrangements according to specific guidelines.
• Makes routine changes or adjustments to customers' accounts.
• Makes arrangements for actions or work to be performed by other division or departments in accordance with procedures.
• Transmit information or requests to proper division or department and prepares necessary work orders.
• Performs miscellaneous and/or clerical duties as assigned by Supervision.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees