What are the responsibilities and job description for the Call Center Customer Service Representative position at THE WILLIAM EVERETT GROUP INC?
We are currently seeking a skilled & experienced Call Center Representative to join our team! The individual hired will join a fantastic opportunity to work with a great team at Utility Billing and Customer Service Center, handling customer requests and inquiries. This position is remote after training so long as the expectations of the role and workspace are met.
Responsibilities:
- Respond to and service customer calls via an inbound ACD system or emails via an email routing client.
- Service 6 contacts per hour.
- Educate and inform customers on account related billing questions, concerns and requests.
- Provide proper resolution that fully meets all policies, procedures and protocols.
- Research and analyze inquiries taking appropriate action in resolving their billing situation.
- Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
- Troubleshoot, when necessary, with patience.
- Perform application navigational guidance by walking the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Record any notable events and problems and their resolution.
- Pass on any feedback/suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.