Utility Contact Centre Agent

Job Title: Utility Contact Centre Agent

Location: Richardson, TX (Onsite)

Duration: 3 Months

Responsibilities:

• Respond to customer inquiries via phone, email, or chat regarding utility services, including billing, service interruptions, and account inquiries.
• Provide accurate and timely information to customers regarding utility policies, procedures, and service offerings.
• Assist customers with setting up new utility accounts, transferring services, and processing payments.
• Address customer concerns and complaints with professionalism and empathy, striving to resolve issues to the customer’s satisfaction.
• Utilize internal systems and databases to access customer account information and update records as needed.
• Collaborate with other departments to escalate complex issues and ensure timely resolution.
• Stay informed about changes in utility regulations, policies, and procedures to provide up-to-date assistance to customers.
• Adhere to established performance metrics and quality standards for customer service delivery.
• Continuously seek opportunities for improvement in processes and customer interactions to enhance overall service delivery.

Requirements:

• High school diploma or equivalent; additional education or training in customer service is a plus.
• Previous experience in a customer service or call center environment preferred.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Strong problem-solving abilities and the capacity to remain calm and composed under pressure.
• Proficiency in using computer systems and software applications, including CRM tools and Microsoft Office suite.
• Ability to work flexible hours, including evenings, weekends, and holidays, as required.
• Commitment to providing exceptional customer service and representing the utility company in a positive manner.
• Strong attention to detail and accuracy in data entry and information processing.
• Empathetic and patient demeanor, with a genuine desire to assist customers and resolve their concerns.

Job Type: Contract

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Commute:

• Richardson, TX 75081 (Preferred)

Ability to Relocate:

• Richardson, TX 75081: Relocate before starting work (Preferred)

Work Location: In person