Customer Service Representative - Remote

InteLogix is a customer service organization focused on providing innovative solutions and exceptional services. The Customer Service Representative serves as the primary contact for utility-service customers, answering questions, resolving complaints, documenting interactions, and guiding customers to solutions while meeting service and performance goals.

Responsibilities:

• Successfully complete virtual paid training program which requires passing tests each week
• Serve as the primary point of contact for customers who have questions about their utility service. Typical inquiries include starting or stopping service, billing questions, and payment assistance
• Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions
• Maintain a thorough understanding of products, services and policies to effectively assist customers
• Accurately document customer interactions and transactions across all tools/platforms
• Collaborate with other departments to resolve customer issues and escalate complex problems as necessary
• Strive to exceed customer satisfaction goals and performance metrics
• Continuously seek opportunities to improve the customer experience and streamline processes
• Stay updated on product knowledge and industry trends to better assist customers
• Ability to work within the defined hours of operation with flexibility needed on weekends and holidays

Requirements:

• Must be 18 years of age or older
• High School Diploma or equivalent
• Ability to remain engaged on the phone throughout the entirety of your shift with minimal to no distractions
• Possess computer/technology savvy with the ability to smoothly operate multiple windows and tabs, while simultaneously providing Best-In-Class Customer Experience speaking to customers over the phone
• High speed internet with an ethernet connection to the router (no satellite or hotspot) 50 mbps download and 35 mbps upload speed
• Private and distraction free home work space with the ability to close a door