What are the responsibilities and job description for the Customer Service Tier 2 Agent position at Eligo Energy, LLC?
Eligo Energy is seeking a Customer Service Representative who wants to provide excellent customer service to our clients. Eligo Energy offers an outstanding opportunity for energetic, self-motivated individuals to make an impact as part of a dynamic call center team. We offer competitive hourly compensation with bonus potential. If you enjoy helping others, finding solutions, and are ready to make a difference in customer service, we want to hear from you!
Customer Service Representative:
As a Customer Service Representative in a call center environment, you will work to support commercial and residential customers with their accounts.
Your responsibilities will include, but are not limited to, the following:
Job Description
- Develop thorough knowledge of Energy Deregulation, Utility regulations and requirements for retail energy suppliers, Municipal Aggregations, Natural Energy and energy pricing to efficiently assist our customers.
- Maintain a high level of world-class customer service and professionalism to each customers.
- Provide accurate information to customers by utilizing multiple internal systems to locate, interpret and communicate information to customers.
- Escalate complicated issues to the appropriate internal teams to resolve customer requests.
- Promote products or solutions that best suit the customer.
- Calculate and issue early termination fees according to company guidelines
- Act as a subject matter expert for the Tier 1 Customer Service Team
- Provide courteous, prompt, and accurate resolution to customer inquiries, which can be carried out via inbound or outbound calls or electronic communication.
- Take escalated calls that filter through Tier 1 agents
- Promotes a positive work environment.
- Research and resolve enrollment failures and dropped customer accounts, billing and rate disputes to minimize any negative financial impact.
- Other duties and task may be assigned by the Team Leader
Qualifications:
A minimum of 2 years of Customer Service Experience
Strong analytical and critical thinking skills
Excellent Customer Service skills
Ability to manage and complete multiple tasks
Exceptional communication skills
Accountable-Ability to accept and implement coaching and feedback to achieve performance goals.
Strong Communication skills
Additional Requirements:
The ability to work from home in a virtual work environment
High speed internet connectivity (no hotspot)
A quiet workspace
Ability to use dual monitors to multi-task using multiple applications.