Our client is a Fortune 200 leading retail energy company focused on bringing the power of energy to people and organizations.
Putting customers at the center of everything they do, they provide energy solutions to millions of people through their diverse portfolio of retail brands across North America.
Take your career to the next level by working on a dynamic and innovative team that moves our world towards a sustainable energy future.
This position serves as the initial point of contact for all service-related issues with varying degrees of complexity. The Business Account Rep analyzes customer inquiries to determine the best course of action for one-call resolution while managing team and individual productivity goals and maintaining the highest level of customer service.
Qualifications :
2+ years of prior Retail Energy Industry experience
Responsibilities :
- Interact with customers via phone and e-mail in a professional and expedient manner by thoroughly analyzing and resolving inquiries and / or providing comprehensive responses accordingly
- Ensure the timely resolution of all customer requests by identifying the cross-functional remediation necessary while achieving the pre-established service level time frames
- Cross-functional requests may include but is not limited to remittance inquiries, billing inquiries, pricing and / or renewal inquiries
- Analyze and reconcile customer accounts with respect to provision of service, billing and payment, and utility related information.
Escalate issues as appropriate
- Perform customer surveys for measurement of interaction quality and Net Promoter Score
- Prepare and explain ad hoc excel-based reports for customers, brokers and internal functional teams regarding billing, payment and account balance activity.
- Perform basic financial analysis to determine amounts required for refunds, credits and lost savings requests; Prepare summarized reports required for approval of financial adjustments
- Effectively communicate resolution steps and results upon closure of escalated issues
- Track and maintain interaction data for analysis of customer trends by updating DEB’s customer management systems
- Support customer contract renewal requests by coordinating with respective teams
- Ensure customers understand contract provisions by having a comprehensive understanding of DEB’s products and services, and the end-to-end customer lifecycle
- Maintain personal productivity and quality standards to ensure a positive and consistent customer service experience
- Identifies problems and trends based on call types and communicates to management
- Agents may also assume ownership of additional role and responsibilities including subject matter expert, employee engagement and other activities by displaying proficiency in their daily core accountabilities
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