7 Team Lead Customer Service Associate Jobs in Cumberland, RI
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Team Lead Customer Service Associate
$51k-65k (estimate)
Full Time
1 Month Ago
Integrated Resources Inc is Hiring a Team Lead Customer Service Associate Near Cumberland, RI
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:
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
- Business Services Energy Ed
- Renewables/DER
- Large Power billing
- Summary Billing
- Revenue Protection billing
- Complex commercial outreach (proactive)
- Provide Support & Expertise to CSAs & Intermediate Associates
- Customer Choice/Shopping expertise
- Pay Assist/Collection
- Simple/Lead Intake/Complex gas connections including scheduling
- Manage wire inspector onboarding
- Complex service connections Electric including scheduling
- 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
- 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
Job Summary
JOB TYPE
Full Time
SALARY
$51k-65k (estimate)
POST DATE
08/01/2024
EXPIRATION DATE
01/22/2025
HEADQUARTERS
BONITA SPRINGS, FL
SIZE
50 - 100
FOUNDED
2014
REVENUE
$10M - $50M
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