Lead Customer Service Associate

Are you an experienced Lead Customer Service Associate with a desire to excel? If so, then TALENT Software Services may have the job for you! Our client is seeking an experienced Lead Customer Service Associate to work at their company in Cumberland, RI.

Position Summary: The Team Lead provides support to the customer service agents and customers in addition to all duties assigned to this classification of work.

Primary Responsibilities/Accountabilities:

• Business Services Energy Ed
• Renewables/DER
• Large Power billing
• Summary Billing
• Revenue Protection billing
• Complex commercial outreach (proactive)
• Provide Support & Expertise to CSAs & Intermediate Associates
• Customer Choice/Shopping expertise
• Pay Assist/Collection
• Simple/Lead Intake/Complex gas connections including scheduling
• Manage wire inspector onboarding
• Complex service connections Electric including scheduling
• Respond to customer, electrician and contractor calls in accordance with established performance and quality metrics both verbal and written via multiple channels (phone, email, chat, etc.)
• Initiate work requests for electrical work or non-electrical work that requires a service shutdown, provide updates to work requests and clear inspections from wire inspectors
• Resolve problems by clarifying the customer complaint, determining the cause of the problem, selecting the best solution to the problem, expediting corrections, and follow-up to ensure customer questions are resolved
• Proficient in all platforms designed to support customer account transactions and interactions
• Perform and be proficient in back-office customer service work responsibilities
• Respond to storm/emergency events – outages and service interruptions
• Respond promptly and professionally to simple customer calls and inquiries (Example: Trouble calls, Pay Assist/Collection, Simple Connections Electric Service Request, Transfer Service).
• Intake calls from electricians/contractors, create work requests for electrical work or for non-electric work that requires service shutdown
• Clear inspections from Wire inspectors
• Schedule meter installs, remove/install locks & seals
• Perform general simple account maintenance and data entry
• Complete necessary requirements related to start accounts and final accounts
• Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities
• Triage and appropriately escalate customer issues for resolution
• Maintain an updated knowledge of customer related processes, services, and programs
• Establish and maintain good rapport with customer by using positive language and anticipating their needs
• Resolve escalated calls and respond to the assist line and other emergency lines
• Communicate emergency information from Operations to the Representative and Management staff and record IVR messaging for customers
• Perform other related duties as assigned

Qualifications:

• High School diploma or equivalent required.
• Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems.
• Ability to:
• Perform duties with speed, efficiency, and accuracy.
• Understand verbal and written instructions, procedures, and methods as they pertain to job functions.
• Multi-task, prioritize and manage time effectively