What are the responsibilities and job description for the Customer Care Advocate position at ITS - Integrated Talent Strategies?
Integrated Talent Strategies (ITS) is seeking a Customer Care Advocate to work in the Columbus, OH area. This position offers a variety of great benefits, including health insurance, 401(k), and paid time off.
JOB 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 which enable the customer to complete the online, direct mail, or phone enrollment onto Company 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.
JOB 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
- 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 customer experience.
Contract Administration
Projects
Incoming Mail
REQUIREMENTS :
About Integrated Talent Strategies (ITS)
ITS is an international recruiting and staffing firm specializing in Engineering, Technical and Professional positions. Founded in 1984 as a subsidiary of an engineering firm, ITS continues to remain a strategic partner for the job seeker.
Our clients include some of the largest and most respected architectural, engineering, and manufacturing companies in business today. Our ability to offer a wide range of services, and the flexibility to adjust to the changing needs of our clients, has allowed us to maintain a solid reputation for several decades.
Benefits include medical, dental, and vision insurance; 401(k) with a company match; paid holidays and vacations; tuition reimbursement. To learn more, go to
www.wehirepeople.com
or click below to directly contact your recruiter.
LI-SR1
