Call Center Customer Service Representative

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

Requirements

• High School Diploma or equivalent, required
• Associate’s degree or some college experience, preferred
• Minimum of 1-3 years of experience in a similar customer-facing environment with similar functions
• Familiarity with call center scheduling, performance metrics and KPI goal setting
• Strong verbal communication demonstrates a clear and polished tone, speaking ability and service skills, including proficiency in typing business correspondence via email
• Computer literate with PC knowledge and the ability to navigate through multiple applications with ease
• Effective keyboarding and computer skills with the ability to type at least 35 wpm minimum
• Excellent written communication skills
• Willing to submit to a criminal background check
• Authorized to work in the US for any employer
• Commutable to the Chicagoland area Workspace/Location Requirements

Additional Requirements

• Must be able to pass a criminal background check
• Must be flexible to potential extended work hours
• Must be Authorized to work in the US for any employer
• Must live in the Chicagoland area

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 10 pounds

Pay: $18.50/hr

Benefits: Comprehensive benefits package including:

• 401(k)plan
• Medical, Dental and Vision Insurance
• Life and disability insurance
• Commuter Benefits
• Paid time off options, including vacation, sick time, fixed holidays, parental leave.

William Everett is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.