Director of Customer Experience
Mercury
Customer Service Representative - Remote
InteLogix
full-time
Posted on:
Location: Alabama • 🇺🇸 United States
Visit company websiteSalary
💰 $15 per hour
Job Level
SeniorLead
About the role
- Serve as the primary point of contact for customers who have questions about their utility service.
- Typical inquiries include starting or stopping service, billing questions, and payment assistance
- Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions
- Maintain a thorough understanding of products, services and policies to effectively assist customers
- Accurately document customer interactions and transactions across all tools/platforms
- Collaborate with other departments to resolve customer issues and escalate complex problems as necessary
- Strive to exceed customer satisfaction goals and performance metrics
- Continuously seek opportunities to improve the customer experience and streamline processes
- Stay updated on product knowledge and industry trends to better assist customers
- Ability to work within the defined hours of operation with flexibility needed on weekends and holidays
Requirements
- Must be 18 years of age or older
- High School Diploma or equivalent
- Ability to remain engaged on the phone throughout the entirety of your shift with minimal to no distractions and constant sedentary work
- Possess computer/technology savvy with the ability to smoothly operate multiple windows and tabs, while simultaneously providing Best-In-Class Customer Experience speaking to customers over the phone
- Superb attendance
- Work at home requirements: High speed internet with an ethernet connection to the router (no satellite or hotspot) 10 Mbps download and 5 Mbps upload speed WiFi must be turned off at all times Windows Updates must be current Private and distraction free home work space with the ability to close a door
- All job offers are contingent upon: Completion of drug screen Completion of background check
