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Call Center Agent-Work From Home! We Supply The Equipment!

Location
Bristol, Connecticut
Job Type
Permanent
Posted
13 Sep 2020

FANEUIL IS HIRING WORK FROM HOME AGENTS! WE SUPPLY THE EQUIPMENT!!


TO QUALIFY YOU WILL NEED:
• Internet Service:
• minimum of 5.0 mbps download
• minimum of 10.0 mbps upload
• • no wireless or satellite connections
• ethernet cable needed for modem
Check your internet speed by clicking this link:


The Work From Home Customer Service Representative will:


  • Respond to various customers billing and service related inquiries via telephone and in writing.
  • Enroll new customers, offering appropriate products and services.
  • Offer new products and services to existing customers.
  • Process payments for current or outstanding balances.
  • Collect outstanding balances and/or negotiate appropriate payment arrangements.
  • Utilize various client software packages.
  • Ensure Customer Satisfaction & First Call Resolution.
  • Appropriately handle emergency calls regarding gas leakage, odor of gas, explosions and fires.
  • Handle customer and retailer inquiries.
  • Process order inquiry calls, initiate service orders and provide service order status updates.
  • Process billing calls; investigate meter read and other inquiries relating to billing accuracy or payment.
  • Process customer move-ins, adds and transfers.
  • Processes correspondence and update customer accounts. May compose written correspondence to resolve inquiries.
  • Processing refunds, compensation requests & changes to accounts.
  • Assessment and re-assessment of payment arrangements, giving information about current offers available.
  • Route escalated customer issues to higher level employees for resolution.
  • Tag, log, or otherwise enable root cause analysis for each non-emergency call for reporting purposes.
  • Execute outbound call messaging as indicated for various purposes e.g. collections, service orders, tree trimming, street lights, denial of access, and guard lights.
  • Make referrals and process requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy and other programs as necessary.
  • Complete basic adjustments as outlined in job aid

Normal Call Center hours are 7am-8pm M-F; Sat 8am-5pm.



Experience Required:

• High school diploma or GED

• Minimum of 6 months call center experience or at least 1 year of customer service experience

• Knowledge of mainframe and computer (pc) and internet applications

• Microsoft Office applications

• Excellent telephone tact and diplomacy

• Excellent written, verbal and interpersonal communication skills with supervisors, peers, and customers

• Proficiency in keyboarding/data entry

• Exceptional oral and written communication skills demonstrated by use of correct grammar and terminology

• Time management skills (dependable, accurate, and detail oriented)

• Successful completion of Drug Screen and Background check

• Ability to work the hours of operations as shifts will not be assigned until the end of training

• Ability to attend 100% of the required weeks of training



Job Requirements:
  • Manage call center representatives and call performance
  • Perform call center follow-up
  • Perform other call center duties
  • Prepare call center performance reports
  • Report daily call center stats
  • Assist with supporting call-center
  • Selling services to consumers who call the call center
  • Maintain call center database by entering information on every call
  • Provide support for call center agents on escalated calls
  • Provide backup call center management
  • Plan for call center technologies
  • Receive inbound calls from customers
  • Impacting call center performance to management
  • Lead an exceptional call center team
  • Manage the daily call center operations
  • Resolve inbound customer calls regarding account
  • Maintain call center database by entering information
  • Define inbound call readiness state
  • Processing customer transactions in a call center environment
  • Maintain call center database by recording call outcomes and disposition
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Details

  • Job Reference: 173894844-2
  • Date Posted: 13 September 2020
  • Recruiter: Faneuil
  • Location: Bristol, Connecticut
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent