Job Description

Terms of Employment

• W2 Contract, 12 Months (Possible Extension)
• Location: Philadelphia, PA
• Work Schedule:
• Hybrid schedule 3-4 days
• 40 hrs/week
• Local candidates only

Overview & Responsibilities

• The candidate would be part of the customer relations department with a team of 10-15 people.
• Responsibilities include:
• The role requires communication with the customer via multiple contact channels (telephone, internet, social media, etc.) and methods (inbound and outbound) requesting electric service account information for energy and conservation issues, account information, high bill explanation, public utility complaint response, emergency or other routine issues. Processes consumer orders for opening, closing and transferring accounts.
• Handles calls to assist customers in understanding their usage, educate and assist customers with conservation measures, educate customers about high efficiency appliances and promote various company programs (such as: My Account and Energy Savings Programs).
• Experience handling inquiries from the general public in responding to irate customers, and resolving difficult, challenging and/or sensitive issues with diplomacy, empathy, good judgment, patience, and professionalism.
• Capacity to manage multiple accounts under pressure in a time sensitive fast paced environment. Individually must be organized and detail oriented.
• Demonstrated ability to effectively understand customer issues, offer solutions to problems, and communicate with the general public, supervision, and employees via the telephone.
• Possesses the requisite mathematical and analytical skills required to compute and interpret customer data billing inquiries (e.g., addition, subtraction, multiplication, division, percentages, averages and rates

Required Skills & Experience

BA degree

• 3-5 yrs experience with no degree
• 1-3 years of experience in Utility customer service.
• Experience in reconciliations, customer calls, customer disputes, answering and resolving inquiries.
• Experience in Writing Reports and Regulatory Compliance and Customer Service (outbound) experience.
• Strong analytical abilities is a must.
• Experience in Microsoft office and Data billing.
• Experience in writing reports and regulatory compliance and customer service (outbound) experience.
• Should have excellent communication.
• Effective communication, reconciliation, customer disputes, customer resolutions
• Preferred Skills & Experience Utility environment experience

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