Title: Team Lead Customer Service Associate

Location: Cumberland RI 02864

Duration: 11 months

Pay: $32-$35/hr.

Job Description:

The Team Lead provides support to the customer service agents and customers in addition to all duties assigned to this classification of work.

Job Duties:

• All duties of Customer Service Associate and Intermediate
• Respond to customer, electrician and contractor calls in accordance with established performance and quality metrics both verbal and written via multiple channels (phone, email, chat, etc.)
• Initiate work requests for electrical work or non-electrical work that requires a service shutdown, provide updates to work requests and clear inspections from wire inspectors
• Resolve problems by clarifying the customer complaint, determining the cause of the problem, selecting the best solution to the problem, expediting corrections, and follow-up to ensure customer questions are resolved
• Proficient in all platforms designed to support customer account transactions and interactions
• Perform and be proficient in back-office customer service work responsibilities
• Respond to storm/emergency events – outages and service interruptions
• Respond promptly and professionally to simple customer calls and inquiries (Example: Trouble calls, Pay Assist/Collection, Simple Connections Electric Service Request, Transfer Service).
• Intake calls from electricians/contractors, create work requests for electrical work or for non-electric work that requires service shutdown
• Clear inspections from Wire inspectors
• Schedule meter installs, remove/install locks & seals
• Perform general simple account maintenance and data entry
• Complete necessary requirements related to start accounts and final accounts
• Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities
• Triage and appropriately escalate customer issues for resolution
• Maintain an updated knowledge of customer related processes, services, and programs
• Establish and maintain good rapport with customer by using positive language and anticipating their needs
• Resolve escalated calls and respond to the assist line and other emergency lines
• Communicate emergency information from Operations to the Representative and Management staff and record IVR messaging for customers
• Perform other related duties as assigned

Minimum Qualifications:

• High School diploma or equivalent required.
• Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems.

Ability to:

• Perform duties with speed, efficiency, and accuracy.
• Understand verbal and written instructions, procedures, and methods as they pertain to job functions.
• Multi-task, prioritize and manage time effectively