Job Description

Position: Customer Care Advocate

Location: Columbus, OH

Duration: 6 Months

Pay rate: $22/hr on W2

Description:

Position Summary:

Fields inbound/outbound calls from current and potential residential, small business and C&I customers. Facilitates mass market customers' understanding of the energy market, and provides step-by-step instructions which enable the customer to complete the online, direct mail, or phone enrollment onto CLIENT Energy Supply Service. Acts as liaison between Billing, Contract Management, Finance, Sales and the customer's Utility, utilizing information from various departments and utility resources to resolve problems and respond to customer inquiries by phone, e-mail, live chat and fax.

Key Duties & Responsibilities:

Inbound Inquires

Handle all inbound calls, emails, and live chats for current and potential customers, offering a unique approach to customer service exuding enthusiasm and personality while remaining professional and courteous at all times

Handle billing, contract, and enrollment-related questions or concerns

Provide line-by-line, simple analyses of customer’s bills, communicating usage and pricing information, and delivery/energy breakdowns

Address any concerns the customer may have

Conduct inter-departmental research to resolve more complex customer issues and trouble shoot customer problems

Act as gatekeeper for customer complaints, ensuring complaint validity and monitoring the gravity of complaints, according to complaint management process, for escalation to the Team Lead and/or Care Director.

Works with utility to resolve customer issues (reduce deposit requests, resolve billing and payment issues, request activity statements, investigate meter reading issues, drops/rescissions/cancellations, etc)

Meet eCommerce requests and inquiries, e.g. facilitate online customer payments, enroll/un-enroll customer in auto pay, recover username and passwords, provide status updates on agreement start and end dates, etc.

Contribute to departmental success by being accountable for team standards, goals and values in each customer interaction

Participate in weekly reviews to listen to feedback, improve interaction skills, and enhance the customer experience.

Contract Administration

Follow up on enrollment issues to correct information, investigate reason for cancellation, etc.

Processes agency agreement forms with the utility to ensure access to customer information for customer service purposes

Facilitate customer requests involving Contract Management (drops, billing changes, etc.).

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