Service Consultant - Customer Care Center
Position Summary:
Our team of Service Consultants handle more than 15,000 inbound calls a day. The Care Center’s consultants assist customers Monday through Friday and provide 24/7 support for emergencies and major storms. Some weekend and holiday work will be required. We value our customers and are looking for team members that will deliver solutions to meet their specific energy needs. Our values are Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance.
Our employees are trusted to be creative and innovative to achieve customer and operational excellence.
The major job responsibilities of the position include, but are not limited to the following:
Functional Expertise:
- Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and make payment arrangements for past due bills, final bills, and returned checks
- Educate customer of available rates, products, and services
- Process service orders
- Respond to service policies, rate questions, and billing inquiries
- Update and maintain customer personal identifiable information
- Report service disruptions (service outages)
- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
- Provide information related to assistance agencies and other options
- Ask fact-finding questions for clarity to ensure that customer's requests are satisfied according to policies and procedures
Business Acumen:
- Must be able to work in a flexible working environment where shifts fluctuate due to business needs and seasons
- Must be able to work required overtime, weekend rotations, and fulfill on-call obligations
- Responsible for maintaining the confidentiality of customer records
- Adhere to established policies, procedures and quality standards for all work performed
Engagement:
- Participate in activities designed to improve customer satisfaction and business performance.
- Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels
- Manage peer relationships
- Ability to foster and maintain working relationships in support of our Diversity, Equity, and Inclusion culture.
Driving Results:
- Accountable for meeting individual performance objectives consistently
- Accountable for all metrics that contribute to overall team goals including service level, self-service customers transactions and channel satisfaction
- Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed
Service Consultants will gain skills and grow lasting careers with one of the Southeast's largest and most well-respected employers while delivering excellent customer service. We provide exceptional training programs, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service.
The successful candidate will work in the office at the Care Center in McDonough GA. Work from home and flexible shifts opportunities may be available depending on performance, attendance, and management discretion. Training will be in person at the Customer Care Center, 2500 Patrick Henry Pkwy, McDonough, GA 30253.
Candidates must live within a one-hour commuting distance to the Customer Care Center, located at 2500 Patrick Henry Pkwy, McDonough, GA 30253.
