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Customer Service Representative II

Axelon Services Corporation

Gastonia, NC

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JOB DETAILS
SKILLS
Administrative Skills, Analysis Skills, Background Investigation, Billing, Communication Skills, Customer Relations, Customer Satisfaction, Customer Service Evaluation, Customer Service Operations, Customer Service Systems, Customer Support/Service, English Language, Interpersonal Skills, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Product Family, Microsoft Word, Multilingual, Multitasking, Needs Assessment, Negotiation Skills, Presentation/Verbal Skills, Problem Solving Skills, Regulatory Requirements, Safety/Work Safety, Spanish Language, Work From Home, Writing Skills
LOCATION
Gastonia, NC
POSTED
Today


Job Title: Customer Service Representative II



Location: Gastonia, NC



Pay Rate: $20/hr



Duration: 12+ Month Contract



Summary:

  • Work Mode: Onsite for the first 6 months, with potential remote work based on performance


Responsibilities:

  • Respond professionally and efficiently to incoming calls and establish a relationship of trust with customers.
  • Listen and understand customers’ needs; provide on-the-spot solutions in an efficient & courteous manner.
  • Operate according to performance standards and regulatory requirements to ensure customer service quality, effectiveness, and efficiency.
  • Learn and leverage customer information systems, as well as other applications daily.
  • Assist customers with credit difficulties, termination of service notices, and possible gas-related emergencies.
  • Use clearly defined rules and guidelines to negotiate payment plans that meet regulatory requirements.
  • Complete accurate work reflective of all processes, procedures, and follow-up for the type of customer account being worked.
  • Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.
  • Perform related administrative tasks as the need arises.
  • Live the company values of Safety, Integrity, Respect, Inclusion, and High Performance.


Requirements:

  • Proven verbal and written communication skills.
  • Ability to exercise good judgment with minimal supervision.
  • Excellent analytical skills, decision-making ability, negotiation, and problem-solving skills.
  • Basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.).
  • A basic understanding of organization/department/section policies/procedures.
  • A basic understanding of billing, rates, credit, energy usage, and customer accounts.
  • Demonstrate the ability to de-escalate a call with irate and difficult customers.
  • Identify and resolve basic routine issues.
  • Work varying shifts, nights, weekends, and during emergency situations.
  • Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.
  • Excellent interpersonal skills and ability to function within a team.
  • Punctual and ability to plan and use time effectively.
  • Flexibility with respect to shifts.
  • Successfully complete a background check and drug screening.


Preferred Skills:

  • Three or more years of customer contact experience.
  • Understanding of company’s intent to be the first choice of customers, needs of the business, and the related Customer Care Operations need to deliver on that intent.
  • Bilingual English/Spanish.


Benefits:

  • Office Work Environment
  • Training schedule is from 8 a.m. until 5 p.m. Monday through Friday.
  • Potential for remote work after the first 6 months, based on performance.

About the Company

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Axelon Services Corporation