Customer Care Representative

Immediate need for a talented Customer Care Representative. This is a 06+ months contract opportunity with long-term potential and is located in Gastonia , North Carolina USA (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 26-15069

Pay Range: $20 - $21/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Respond professionally and efficiently to incoming calls and establish a relationship of trust with customers.
• Listen and understand customers needs; provide on the spot solutions in an efficient & courteous manner.
• Operate according to performance standards, regulatory requirements and expectations to ensure customer service quality, effectiveness, and efficiency.
• Learn and leverage customer information system, as well as other applications daily.
• Assist customers with credit difficulties, termination of service notices and possible gas-related emergencies.
• Use clearly defined rules and guidelines to negotiate payment plans that meet regulatory requirements, and make appropriate referrals to internal or external departments/agencies for additional assistance.
• Complete accurate work reflective of all processes, procedures, and follow-up for the type of customer account being worked.
• Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.
• Perform related administrative tasks, as the need arises.
• Live to the company Values of Safety, Integrity, Respect, Inclusion and High Performance.
• Customer centricity will be your focus as you handle interactions from customers
• This role will play a critical role in ensuring the continued delivery of safe, reliable, and cost-effective energy to our customers.
• Work independently and as a team member.
• Contacts (Working Relationships)
• Customer Care resources
• Customers
• Office Work Environment
• Training schedule is from 8 a.m. until 5 p.m. Monday through Friday.
• Customer Contact Representatives will be expected to work the first 6 months of employment in the office full time.
• At the end of the first 6 months, the candidate may be able to work remotely based on performance. Remote work availability may change based on business needs.

Key Requirements and Technology Experience:

• Key Skills; Customer Care Operations, Calling, Spanish, billing OR payments
• Proven verbal and written communication skills.
• Ability to exercise good judgment with minimal supervision.
• Three or more years of customer contact experience
• Understanding of company s intent to be the first-choice of Customers, needs of the business and the related
• Customer Care Operations need to deliver on that intent.
• Bilingual English/Spanish
• Excellent analytical skills, decision making ability, negotiation and problem-solving skills.
• Must have basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.).
• A basic understanding of organization/department/section policies/procedures.
• A basic understanding of billing, rates, credit, energy usage, and customer accounts.
• Demonstrate the ability to de-escalate a call with irate and difficult customers.
• Identify and resolve basic routine issues.
• Work varying shifts, nights, weekends and during emergency situations.
• Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.
• Excellent interpersonal skills and ability to function within a team.
• Punctual and ability to plan and use time effectively.
• Flexibility with respect to shifts.
• Successfully complete a background check and drug screening

Our client is a leading Energy infrastructure Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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