What are the responsibilities and job description for the Customer Service Rep - Remote Position Starting 5/1/2023 position at Convergent Outsourcing, Inc.?
This position is for a Fortune 500 integrated energy company engaged primarily in electric power production and retail distribution operations in the Deep South of the United States.
Professional presence on the phone with strong soft sales skills is super important. Also, having the ability to navigate computers is essential.
Position Description:
- Heavy inbound calls
- Calls are regarding outage and credit/consumer (billing, payment plans. Budget billing, discount quotes, reconnect quotes)
- Take approximately 100-120 incoming calls per day (approx. 15 customers/hour)
- Answer billing questions and collect and process payments for customer utility bills
- Excellent listening skills and the ability to ask probing questions, understand customer concerns and overcome objections while remaining calm to offer solutions to their inquiries
- Proactively educate our customers on products and services
- Effectively communicate using consumer friendly and appropriate language
- Strong “soft skills,” multi-tasking and ability to problem solve are essential in this role
- Must be able to meet call center metrics as outlined by the program/client including Quality Assurance, Attendance, Average Handle Time (AHT), Adherence and other key performance metrics
Requirements:
- 1 year of call center experience
- MUST have longevity
- Professional and patient
- Strong customer service skills
- Must be flexible to work the assigned schedule with no time off granted for the first 90 days
- Must meet stringent background, drug screen and employment verifications as outlined by the project
- Superior verbal and written communication skills, including spelling and grammar
- Required to type a minimum of 30 wpm and pass additional assessments
- Required to conduct work using a computer/computer screen for at least 7 hours per day
- Required to sit and/or stand for at least 7 hours per day
- Ability to work effectively in a team environment while offering support to coworkers and management
- Excellent decision making skills with outstanding attention to details
- Established ability to remain calm and focused at all times
- Ability to handle multiple inquires at one time without compromising service and integrity
- Willing to work Overtime during peak seasons
Equipment: Provided
- Two monitors
- Desktop computer
- Headset/Keyboard/Mouse
- Cords
- Webcam
Pay: $16
Training Length/Hours: 6 weeks ( 1 week nesting) - Monday through Friday 8am-5pm EST
Hours of Operations: M-F 8am-8pm EST (volunteer weekend hours during hurricane season)
We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.
For Remote Positions:
The minimum internet speed requirements for remote work are as follows:
- Broadband internet connection (No DSL, or Dial Up)
- Hard wired connection (no wifi, wifi hotspots)
- Speed Test Results: 25 mbps download, 20 mbps upload
Employees must have dedicated internet connectivity/bandwidth that is sufficient to satisfy their daily responsibilities without interruption. It is recommended that while a TSI employee is working during their shift, other members of the household restrain from activities (e.g. streaming, online gaming, etc.) that may detract from the available internet connectivity/bandwidth. Employees who have significant interruptions according to their manager may be required to work on site.
Salary : $16 - $0