Job Title: Customer Care Representative
Location: Gastonia, NC
Duration: 12 Months
This role is the frontline connection between our company and the customers we serve- answering questions, resolving issues, and providing guidance on billing, payments, service requests, and more. You'll also play a key role in helping customers navigate difficult situations, including credit challenges, all while using your communication skills and attention to detail to deliver a positive experience.
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 and courteous manner.
Operate according to performance standards, regulatory requirements and expectations to ensure customer service quality, effectiveness, and efficiency.
Learn and leverage customer information system, 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, and make appropriate referrals to internal or external departments/agencies for additional assistance.
Complete accurate work reflective of all processes, procedures, and follow-up for the type of customer account being worked.