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

Bristol, Connecticut
Job Type
13 Sep 2020


• Internet Service:
• minimum of 5.0 mbps download
• minimum of 10.0 mbps upload
• • no wireless or satellite connections
• ethernet cable needed for modem
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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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  • 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