Customer Service Representative II

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 & 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.