What are the responsibilities and job description for the Representative, Customer Operations position at Delta Utilities?
Position Overview
Delta Utilities is seeking a professional contact center representative with top performance in productivity, satisfaction and quality scores, the role will be responsible for delivering a best-in-class customer experience to Delta Utility customers through voice, chat and email interactions, with a goal of resolving their issue on their first interaction.
The ideal candidate will be a professional with great communication skills and stellar process and schedule adherence, this team member is excited about supporting our customers and aligning with Delta Utilities mission and values. This is a full-time position based in New Orleans, Louisiana.
Key Responsibilities
- Responds to all questions relating to all company customer service inquiries via verbal and/or written communication with a focus on one call resolution.
- Issues orders to field services to establish or discontinue gas service
- Resolves billing inquiries, performs account adjustments, negotiate payment arrangements and deposit amounts, processes online customer service and electronic billing inquiries and follows-up on customer accounts
- Negotiates and/or accepts payments and payment arrangements with delinquent customers that achieve mutually agreed upon terms and conditions following outlined policies
- Manages customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service; provides follow-up by completing appropriate records and documentation.
- Maintains knowledge of company systems, policies, procedures, reporting and other information to identify customer needs and ensure customer satisfaction
- Interacts with other departments to resolve customer inquiries and achieve customer satisfaction.
- Performs related job duties as assigned and required
Qualifications
- Requires a high school education or GED
- Requires one (1) year of customer service, billing or collections experience
- Experience working in a metrics-driven environment with responsibility of delivering good to world class results
- Strong written and verbal communication skills to deliver quality interactions
- High Active Listening to effectively resolve the customer’s issue on the first interaction
- Emotional intelligence and empathy skills needed to deliver desired outcomes
- Negotiation Skills to bring accounts back into good standing in a timely manner
- Experience in Inbound Customer Support or Outbound collections/appointment setting experience preferred
About Delta Utilities
Delta Utilities is a leading natural gas utility with a focus on safe, dependable service to customers. Headquartered in New Orleans, Louisiana, the utility will serve nearly 600,000 customers and become one of the leading natural gas providers in Louisiana and Mississippi and among the top 40 providers in the United States.
In 2023, Entergy announced that it had entered into an agreement with Delta Utilities to sell its Louisiana gas distribution business. The natural gas utility currently serves more than 200,000 customers across East Baton Rouge and Orleans parishes. In February 2024, Delta Utilities entered into an agreement with CenterPoint Energy to acquire its Louisiana and Mississippi natural gas businesses, which currently serve approximately 381,000 customers. Once the transactions are complete, Entergy's Louisiana natural gas operations and CenterPoint Energy's Louisiana and Mississippi natural gas systems will be operated by Delta Utilities. Learn more: https://deltautilities.com/
Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.
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