Job Opportunity : : Customer Care Advocate : : Columbus, OH : : 12+ Months : : DIRECT CLIENT

Position : Customer Care Advocate

Location : Columbus, OH

Duration : 6 Months

Pay rate : $22 / hr on W2

Description : Position Summary :

Fields inbound / outbound calls from current and potential residential, small business, and C&I customers.

Facilitates mass market customers' understanding of the energy market and provides step-by-step instructions that enable the customer to complete the online, direct mail, or phone enrollment onto CLIENT Energy Supply Service.

Acts as liaison between Billing, Contract Management, Finance, Sales and the customer's Utility, utilizing information from various departments and utility resources to resolve problems and respond to customer inquiries by phone, e-mail, live chat and fax.

Key Duties & Responsibilities :

Inbound Inquires

Handle all inbound calls, emails, and live chats for current and potential customers, offering a unique approach to customer service exuding enthusiasm and personality while remaining professional and courteous at all times

Handle billing, contract, and enrollment-related questions or concerns

o Provide line-by-line, simple analyses of customer's bills, communicating usage and pricing information, and delivery / energy breakdowns

Address any concerns the customer may have

Conduct inter-departmental research to resolve more complex customer issues and trouble shoot customer problems

Act as gatekeeper for customer complaints, ensuring complaint validity and monitoring the gravity of complaints, according to complaint management process, for escalation to the Team Lead and / or Care Director.

Works with utility to resolve customer issues (reduce deposit requests, resolve billing and payment issues, request activity statements, investigate meter reading issues, drops / rescissions / cancellations, etc)

Meet eCommerce requests and inquiries, e.g. facilitate online customer payments, enroll / un-enroll customer in auto pay, recover username and passwords, provide status updates on agreement start and end dates, etc.

Contribute to departmental success by being accountable for team standards, goals and values in each customer interaction

Participate in weekly reviews to listen to feedback, improve interaction skills, and enhance the customer experience.

Contract Administration

Follow up on enrollment issues to correct information, investigate reason for cancellation, etc.

Processes agency agreement forms with the utility to ensure access to customer information for customer service purposes

Facilitate customer requests involving Contract Management (drops, billing changes, etc.).

Projects

Act as the customer's advocate by providing feedback on all customer facing projects, processes, designs, etc. to ensure intelligence from daily customer interaction is considered

Ensure quality through regular exercises monitoring agent - customer interaction and identifying individual and departmental areas for improvement

Assist in Management-led projects pertinent to New Market Entry, Customer Care and Contract Management (Utility Grouping, CRM entry, Zip Codes Research, Renewal Letter Mailers)

Notify customers of changes to their account (bill type changes, payment method availability, etc.)

Incoming Mail

Process all incoming mail from utilities (Notifications, Planned Outages, Disconnection Notices, New Supplier & CLIENT Energy Drop letters)

Knowledge & Skill Requirements

Advanced Excel and / or Microsoft Access skills to support data analysis.

Technical understanding of information systems.

Ability to read and interpret general business and technical documents as well as deliver concise communication to the sales team, customers and other CLIENT Energy employees.

Ability to interact with all levels of the organization.

Solid analytical and problem-solving skills

Energy background / Energy billing experience ideal.

Education & Experience Requirements :

High School Diploma or equivalent 2 or more years of customer service and / or related work experience

Attributes :

Embodies client Energy Values

Effective problem-solving skills : ability to identify alternatives, and develop solutions in an efficient and professional manner

High emotional IQ-Superior interpersonal skills, diplomacy, win-win mindset, relationship-builder, mediator

Excellent communication skills : verbal, written and listening

High-energy, drive and ambition

Indotronix Commitment : A Safe and Inclusive Workplace" Promoting a Culture of Inclusion, Respect, Equality, and Diversity : Ensuring Safety and Non-Discrimination.

We actively strive to attract, retain, and empower a diverse range of talented individuals, recognizing that diverse perspectives and experiences enhance our collective performance.

Breaking Barriers : Your Potential Knows No Limits. Embrace Your Potential, Apply Today!"

Indotronix Commitment to Pay Equity - At Indotronix, we are committed to Equal Employment Opportunity (EEO) and ensure pay equity across all job roles. We proudly champion equal pay for equal work, guaranteeing fair compensation for all employees based on their skills, experience, and contributions.

Celebrating & Honouring Veteran Contributions : Approximately 13% of our workforce are veterans (nearly twice the national average). This achievement underscores our deep commitment in fostering Opportunities for success to Civilian Careers

Recognition - Indotronix has been recognized as one of the largest staffing companies in 2023 by Staffing Industry Analysts a testament to our continued growth, commitment to excellence, and the trust our clients and candidates place in us.

Compliance Indotronix upholds good corporate citizenship by complying with all applicable laws, including taxation, equal employment opportunity, statutory benefits, and data reporting. In 2023, we hired over 1,200 U.S.-based employees as consultants, contributing to workforce expansion and client service excellence.

Salary : $22