Description
DUTIES AND RESPONSIBILITIES
- Customer Assistance: Provide prompt, professional and empathetic assistance to customers via phone or email addressing their concerns, questions and requests effectively.
- Emergency Response: Have a deep understanding of the company's emergency response protocols, including procedures for reporting emergencies, dispatching field crews and coordinating with relevant authorities.
- Billing and Account Management: Assist customers with billing inquiries, process payments and update account information as needed.
- Service Activation and Termination: Guide customers through starting or discontinuing utility services, including verifying service availability, scheduling appointments for activations or disconnections and processing service orders.
- Product and Service Knowledge: Maintain a thorough understanding of the utility services offered by the company, including pricing and any relevant regulations or policies.
QUALIFICATIONS
Education and Experience
- High school diploma or equivalent required; college degree preferred.
- Must be fluent in Spanish and English.
- Prior customer service experience required.
Knowledge and Skills
- Ability to multitask and work efficiently in a fast-paced environment, while maintaining attention to safety, detail and accuracy.
- Ability to recognize and appropriately deal with safety issues or concerns while assisting customers.
- Demonstrated professionalism and behavior that is conducive to excellent working relationships with external customers and internal customers at all levels across the organization.
- Strong communication skills, both verbal and written, with a professional and courteous demeanor.
- Excellent problem-solving skills, with the ability to analyze situations, identify issues and propose effective solutions.
- Proficiency in using computer systems, including customer service software, email and Microsoft Office applications.
- Flexibility to work shifts, including evenings, weekends and holidays as needed to meet customer service demands.
- Commitment to providing exceptional service and creating positive customer experiences.
- Ability to adapt to changing priorities and work effectively as part of a dynamic team in a call center environment.
Contact
Madison Gas and Electric
Wisconsin United States
www.mge.com
From the same organization
10 Mar, 2025
