Summary: This position is responsible for direct communication with customers, handling customer questions, taking inbound calls, making outbound calls, and taking applications over the phone for Dollar Energy’s programs. Requires an individual who has outstanding customer service skills and ability to navigate computer systems efficiently.
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 Workforce Director, including:
- Manages timecard daily by clocking in/out of the timekeeping systems at the beginning/end of shift and for unpaid lunch breaks.
- Recognizes and respects diversity among coworkers and customers.
- Maintains regular attendance.
- Knowledge of company policies, practices, and procedures.
- Ability to understand and navigate telephone and computer systems to communicate with customers.
- Complete customer applications using the telephone and determines customer eligibility for relevant programs.
- Correctly follows workflow process in program’s software systems to complete tasks as assigned.
- Manages difficult or emotional customer situations by using appropriate de-escalation tactics.
- Responds promptly to customer needs.
- Adheres to program guidelines and procedures, as established by Dollar Energy.
- Takes inbound calls from customers, assists customers with questions and resolving problems related to program participation.
- Maintains and updates customer accounts using the Dollar Energy computer systems.
- Advises customers of application process for LIHEAP.
- Recertifies customers in the Customer Assistance Program.
- Performs data processing and maintenance of customer accounts using the Dollar Energy computer systems.
- Obtains and reviews income documentation.
- Required to work on other utility programs if there is a business need.
- Handles work assignments as assigned by Workforce, or a Subject Matter Expert.
- Utilizes knowledge base for utility program information and procedures daily.
- Reviews and acknowledges QA, metric, and coaching communication in a timely manner.
- Check emails, Teams messages and other standard modes of company communication daily.
- Meets monthly metrics for Contact Center Specialist level.
This is a tiered job category with differing levels of I, II, and III, which depends upon length of service in position plus the ability to meet applicable metrics.
- CCS I – meets monthly metrics for CCS I.
- CCS II – after at least 6 months meeting metrics as a CCS I, meets monthly metrics for CCS II.
- CCS III – after at least 6 months meeting metrics as a CCS II, meets monthly metrics for CCS III.
Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation. If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted. DEF strives to comply with the Americans with Disabilities Act, Title VII of the Civil Rights Act, the Pregnant Workers Fairness Act, and other related federal, state, and local laws.
Qualifications: The successful candidate will have:
- Sensitivity to customers of limited incomes or difficult circumstances.
- Strong computer software skills.
- Ability to communicate effectively and respectfully with customers who may have special needs.
- Flexibility and ability to maintain a professional disposition during diverse and sometimes stressful conditions.
- Ability to follow procedures, process workload, and help customers.
- Ability to process required customer information gathered during telephone call for program eligibility.
Work Experience and Education Requirements
- High school diploma or equivalent.
- One to two years related experience and/or training.
- To perform this job successfully, an individual should have knowledge of Microsoft Windows Systems and Microsoft Office Applications.
Work Environment
- The work environment is an office setting with temperate climate control.
- The workstation is in an open cubicle environment.
- The work is sedentary in nature but may require occasional mobilizing.
- The work can be performed on-site or remotely.
- May be required to attend on-site meetings in the DEF office, as necessary.
