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Customer Service Associate - 212

Salt Lake City, Utah

Job ID: 8760 Category: Professional

Job Description
  • Provides world-class customer service to existing and future customers by delivering services such as billing, credit and collections, service requests, energy efficiency and customer account management.
  • Assist customers, primarily via telephone, in regard to service outages, restoration of electric services, and electric service billings.
  • Resolve disconnect or account delinquency issues by discussing options available with the customer and agreeing to an appropriate plan.
  • Coordinate customer requests, when necessary, with the appropriate company department.
  • Prepare written communication, and perform other non-phone back office work.
  • Communicate with field personnel via phone or electronic means to process customer work orders.

 

Candidate Requirements
  • High School Diploma or GED Certificate.
  • A minimum of two years customer service experience where one-on-one problem resolution was demonstrated, and/or two years of non-sales call center experience.
  • Ability to gather necessary information from internal and external customers, determine appropriate course of action and provide information to customers.
  • Excellent communication and interpersonal skills to interface with team members and customers in a fashion that promotes positive customer relations.
  • Exceptional customer service skills including: Active listening, conflict resolution, and problem solving skills.
  • Proficient with the use of personal computers to access and accurately input information on customer accounts while navigating multiple computer software programs.
  • Ability to perform basic math calculations, for bill analysis, adjustment and proration.
  • Knowledge of general policies and procedures specific to billing, credit/collections, service and account management is preferred.
  • Demonstrate adherence to identified performance measures.
  • Ability to type a minimum of 30 WPM.
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