Job Details

Title: Customer Care Representative 1

Location: Gulfport, MS 39503

Job Type: 11+ months contract

Shift: Monday-Friday 7 a.m. - 7 p.m. (subject to change based on the needs of the business)

Pay Rate: $19.00 hourly on W2

Job Description

• Our team of Customer Service Representatives assists customers Monday-Friday 7 a.m. - 7 p.m. (subject to change based on the needs of the business).
• We also provide 24/7 support for outages and emergencies. Our team is the best in class at helping our customers during major storms.
• As such, weekends and holiday work will also be required as needed to support storm restoration and emergency activities.
• We value our customers and are looking for team members that are committed to delivering world-class value in each customer interaction.
• On a typical day, our consultants can have a conversation with customers about starting, stopping, or transferring their service, discussing payment options, offering personalized energy-related products and services, reporting emergency situations, and other general inquiries.
• We take pride in serving our customers and communities and expect our team members to do the same.
• If you are honest, dependable, and excel in serving others, you will find this role fulfilling and impactful.

• Excited to be a part of a team.
• Naturally curious and take pride in resolving issues.
• Kind and efficient
• Empathetic and resourceful
• Willing to make important decisions.
• Excellent at figuring out solutions to problems.
• Dependable and possess the resilience to work diligently, even in challenging circumstances.
• Self-aware and have the drive to take ownership of their career.

• Explaining billing issues and understanding common causes of high bills
• Initiating transferring and disconnection of electric service while offering products and services that meet our customers' needs.
• Discussing general customer inquiries
• Discussing rate options and educating customers about their energy usage
• Assisting customers with setting up payment arrangements through our self-serve channels

• Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and educate customers on payment options.
• Process service orders.
• Respond to service and rate questions as well as billing inquiries.
• Update and maintain customer Personally Identifiable Information (PII)
• Adhere to established policies, procedures and quality standards for work performed.
• Report service disruptions (i.e., system outages and technical issues)
• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Clearly document all customer interactions
• Accountable for consistently meeting individual performance metrics including call handling and call quality expectations.

• Must be able to work in a 24/7 working environment, where shifts change due to business needs and seasons.
• Must be able to work required overtime and fulfill on-call obligations.
• Maintain working knowledge of all company products and services.
• Responsible for maintaining the security of customer records.

• Participate in activities designed to improve customer satisfaction and business performance.

• Manage peer relationships in a manner that supports trust and teamwork.
• If you are dedicated to delivering excellent customer service to customers with high expectations, we encourage you to apply.
• We provide training, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service.
• This position is located in Gulfport, MS and on-site reporting is required.