Client Support Professional

This is a remote position.

About the Client

Is a marketleading competitive retail electricity provider powering the lives of more Texans than any other retailer. Offers a variety of innovative products and solutions allowing both its residential and business customers to choose options that best meet their needs including exceptional customer service competitively priced electricity service plans innovative energy efficiency options renewable energy programs and other electricityrelated products and services.

What to Expect

On a daytoday basis businesses can expect to participate in the following activities:



Review analyze and respond to customer billing inquiries

Upsell eligible customers home warranty solutions

Resolve customer issues or questions

Processing payment deferrals and installment plans

Attempt to save customers who may be moving unhappy with the plan or current rate

Quickly identify customer needs in the first few minutes of the call to offer the appropriate plan

Accurately enroll the customer in the correct plan

Strive to resolve the customer issues on the first call

Demonstrate knowledge of Energy processes and policies

Build trust and rapport with the customer through clear respectful interaction

Always strive to ensure that overall customer satisfaction remains high while resolving issues

Understand client call flow and Texas Utility regulation

Ensure no Public Utilities Commission Complaints are filed

Ensure that no customer has a Lights Turned Out In Error (LOIE) situation

Requirements

Capabilities of Top Performing Service Partners for this Program

Complete weekly certification courses to maintain knowledge in client products and services

Benefits

Affordable PPO Healthcare and Dental Options Available

- Capabilities of Top Performing Service Partners for this Program - Respond to incoming contacts from customers in a professional and efficient manner. - Maintain knowledge and ability to effectively articulate the brand, products, policies, and procedures. - Drive sales by offering to place orders and suggest complementary items based on customer needs and preferences. - Mitigate customer escalations through effective decision making and problem-solving skills. - Leverage multiple systems and tools to effectively handle customer contacts. - Simultaneously handle multiple tasks including contact handling and data processing. - Passion for working within a group environment that delivers exceptional customer experiences. - Demonstrated customer service skills, preferably in a retail and/or contact center environment. - Effective decision-making, problem-solving and follow-up skills. - Excellent verbal and written business communication skills. - Ability to multi-task in a fast-paced environment and handle shifting priorities. - Strong attention to detail. - Intermediate computer skills, including proficiency in Windows navigation and MS Office. - Luxury retail experience