Customer Service Representative

Career opportunity with growing non-profit organization located in the South Side. This position is responsible for taking inbound calls, making outbound calls, handling customer questions and taking applications over the phone for Dollar Energy’s various programs. Requires an individual who has a strong work ethic and outstanding customer service skills.

 

We offer a great working environment, competitive compensation and benefits package.



Please see the following job description for more details:





General Information

 



Department:

 

Call Center

Location:

 

Pittsburgh, PA

Job Title:

 

Customer Service Representative

Reports To (Title):

 

Assistant Call Center Manager

Position Type:

 

 

 

 Full Time

 

 Non-Exempt

 

 



Job Description

 

 

Summary: This position is responsible for handling customer questions, taking inbound calls, making outbound calls and taking applications over the phone for Dollar Energy’s various programs.  Requires an individual who has outstanding customer service skills and a strong work ethic.

 

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

 

Perform day-to-day activities of the program under the supervision of the Assistant Call Center Managers, including:

 

·         Taking applications over the phone and determining customer eligibility

·         Managing difficult or emotional customer situations

·         Responding promptly to customer needs

·         Soliciting customer feedback to improve service

·         Adhering to program guidelines and procedures

·         Making outbound calls as required per call center contracts

·         Taking inbound calls from customers, assisting customers with questions and resolving problems

·         Maintenance and updating of customer files

·         Data entry and maintenance of customer accounts on the computer systems

·         Documenting contact with customers

·         Processing all program correspondence and mailings

 

SKILL REQUIREMENTS:

 

·         Accurate data entry ability including both alpha and numeric information into multiple on-line applications

·         Ability to gather facts  and use deductive reasoning skills to determine eligibility for programs based on guidelines for each specific program

·         Ability to effectively communicate to clients the next steps that must be taken for enrollment into a program

·         Ability to clearly communicate the appropriate documentation required for program enrollment

·         Ability to understand client questions regarding documentation and program requirements and provide clarification

·         Ability to memorize basic call guides, scripts and customer agreements which are pertinent to a specific program

·         Ability to review applications for accuracy and make the necessary changes

·         Ability to use deductive reasoning skills to determine most appropriate program or programs to meet the client’s needs

·         Ability to use utility company account information to calculate amounts due and respond to questions regarding their bills

·         Ability to reason with customers to resolve amounts that are past due, set up payment arrangements and create follow-up tasks

·         Ability to manage time effectively to complete follow-up tasks in a timely manner

·         Ability to work independently to ensure that all aspects of the program are being handled in a timely way

·         Ability to recognize and order priorities so that critical program functions are completed in an appropriate time frame

 

 



Work Experience and Education Requirements

 

High school diploma or general education degree (GED); and five to seven years’ related experience and/or training; or equivalent combination of education and experience.

 

To perform this job successfully, an individual should have knowledge of Microsoft Windows Systems and Microsoft Office Applications.