Associate Customer Service Representative Post-2022 Contact Center 1

National Grid; United States; Hybrid; USD 26.000 - 34.000; Vollzeit

Zusammenfassung

National Grid is seeking an entry-level Customer Contact Center Representative in a hybrid role that can involve remote and on-site work. The position supports 24/7 operations and requires handling a range of customer inquiries, updating accounts, applying payments, and assisting with service initiation and termination.

Qualified applicants will have a high school diploma or GED, strong verbal and written communication, and the ability to multitask across multiple systems; bilingual candidates

Qualifikationen

• Minimum high school diploma or GED required to qualify.
• Ability to multitask across multiple system applications.
• Strong interpersonal verbal and written communication skills.
• Customer service experience preferred; bilingual candidates are advantageous.

Aufgaben

• Handle emergency calls and update customer account information.
• Apply customer payments and assist with beginning and ending service.
• Schedule field orders in line with customer expectations.
• Help customers with simple and complex billing issues.
• Assist with collections and options to maintain or reinstate service.
• Provide product and program information and generate referrals.
• Investigate and analyze customer issues to develop solutions.
• Respond to gas/electric investigations, web inquiries, email and correspondence.
• Act as first responders during emergencies such as natural disasters.

Kenntnisse

Customer service

Multitasking

Verbal communication

Written communication

Bilingual

Ausbildung

High School Diploma or GED

Jobbeschreibung

Remote

Job Purpose

National Grid's Customer Contact Center Representative position is an entry level, union-represented role that offers qualified candidates an opportunity to join a challenging, fast pace environment. Position is responsible for completing the detailed transactions and extensive research, analysis and problem-solving necessary to facilitate a timely and satisfactory response to customer issues and concerns. Due to the essential nature of the services we provide our customers, National Grid's Contact Center's hours of operation are 24/7 and accepted applicants will be assigned to work as needed by the business to support our customer centric objectives.

Anticipated shift schedule starts after 10:00 AM and later, Monday through Friday. Future shifts may vary based on seniority and could include weekends, holidays, and overtime, depending on business needs

Must reside within 2 hours of work location.

Hybrid environment to include working remotely and/ or on location, as needed.

Under general supervision, representatives handle fundamental customer contacts, including, but not limited to, the following:

• Handle Emergency Calls


• Update customer account information


• Apply customer payments


• Assist Customers with beginning and ending service


• Scheduling field orders in alignment with customer expectations


• Assist customers with billing issues both simple and complex


• Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service

Key Accountabilities

• Must be willing to work assigned shifts, which may include weekends, holidays and/or overtime.


• Must be available for full-time training; all training is paid time. Consistent and punctual attendance is a must.


• Must remain up to date with all verbal and written communications including using email and supervisor to agent communication tools.


• Complete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work.


• Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution, as well as, ensuring proper company resources are utilized to resolve issues with customer satisfaction.


• Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary.


• Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs.


• Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and correspondence.


• Act as First Responders ' report for work during emergencies. i.e. Natural disasters.

Qualifications

• Customer Service Experience preferred


• Must have a minimum a High School Diploma or GED;


• Applicant must successfully pass Company supported assessment , classroom training, and meet all performance expectations, as determined by the Company.


• Ability to multitask between multiple system applications


• Strong interpersonal verbal and written skills.


• Multi/bilingual candidates preferred but not limited to.

More Information

Pay Rate: $ 21.00 per hour