What are the responsibilities and job description for the Customer Care Advocate position at UNICON International?
We are currently accepting resumes for a Customer Care Advocate position in Columbus, OH.
This position is Remote.
Benefits offered: Medical, Vision, Dental, 401 K
The Selected Candidate Will Perform The Following Duties
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 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
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 customers 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
Need to have a good internet connection. 100 mbps preferred.
Final exam will be given after training.
Work Schedule: Hours of Operation are 8AM 7PM M-F and 9AM 1PM SAT
Distribution List: Corporate
UNICON International, Inc. is an Equal Opportunity Employer.
If you are interested in working for an organization where honesty, integrity, and quality are among the core principles, click apply today!
This position is Remote.
Benefits offered: Medical, Vision, Dental, 401 K
The Selected Candidate Will Perform The Following Duties
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 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
- Provide line-by-line, simple analyses of customers bills, communicating usage and pricing information, and delivery/energy breakdowns
- Address any concerns the customer may have
- 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.
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 customers 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
Need to have a good internet connection. 100 mbps preferred.
Final exam will be given after training.
Work Schedule: Hours of Operation are 8AM 7PM M-F and 9AM 1PM SAT
Distribution List: Corporate
UNICON International, Inc. is an Equal Opportunity Employer.
If you are interested in working for an organization where honesty, integrity, and quality are among the core principles, click apply today!
