Utility Billing Call Center Customer Service Representative

William Everett is seeking a skilled and experienced Call Center Representative to support its Utility Billing and Customer Service Center. The role handles customer calls and emails, resolves billing inquiries, guides customers through applications, documents resolutions, and escalates unresolved issues while maintaining service and quality standards.

Responsibilities:

• Respond to and service customer calls via an inbound ACD system or emails via an email routing client
• Service 6+ contacts per hour
• Educate and inform customers on account related billing questions, concerns and requests
• Provide proper resolution that fully meets all policies, procedures and protocols
• Research and analyze inquiries taking appropriate action in resolving their billing situation
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism
• Troubleshoot, when necessary, with patience
• Perform application navigational guidance by walking the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record any notable events and problems and their resolution
• Pass on any feedback/suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements to procedures

Requirements:

• High School Diploma or equivalent, required
• Minimum of 1-3+ years of experience in a similar customer-facing environment with similar functions
• Familiarity with call center scheduling, performance metrics and KPI goal setting
• Strong verbal communication demonstrates a clear and polished tone, speaking ability and service skills, including proficiency in typing business correspondence via email
• Computer literate with PC knowledge and the ability to navigate through multiple applications with ease
• Effective keyboarding and computer skills with the ability to type at least 35 wpm minimum
• Excellent written communication skills
• Authorized to work in the US for any employer
• Associate's degree or some college experience, preferred