Description
Position Description:
This job classification provides UNS Energy Corporation residential and commercial customer account support through various methods of communication.
Position-Related Responsibilities:
- Responds to & effectively communicates customer inquiries in a timely, accurate and courteous manner.
- Ability to successfully manage difficult customer conversations, using empathy and effective listening skills.
- Ability to answer inbound telephone inquiries while upholding the department's quantitative and qualitative standards.
- Effectively & accurately communicates account information & status while adhering to corporate policies & procedures.
- Effectively communicates account information through telephone, written and electronic e-mail methods of communication.
- Gathers information accurately & issues service orders for service, electrical outages and gas emergency orders.
- Responds to customer inquiries via intranet including communicating account information and status, placing service orders, electrical outages and gas emergency orders.
- Communicates the Companies' billing, credit, metering, scheduling, ordering, etc., practices and procedures.
- Ability to analyze and communicate electrical or gas usage, high bill analysis, energy efficiency programs, special programs and other customer offerings.
- Ability to handle dual service (gas & electric) account inquiries & order processing.
- Research customer account inquiries making timely, fact-based, quality business decisions including, but not limited to payment arrangements, deposits, bad debt, scheduling, etc.
- Multi-task using current voice, data and electronic technologies and applications such as Automatic Call Distributor, fax, Internet, Intranet, voice-mail, e-mail, and Microsoft Office products.
- Ability to perform customer support functions such as inbound call processing, pro-active customer contact, Credit & Collections and Payment Exceptions as assigned.
- Perform assigned work in a safe and efficient manner in accordance with Company practices and procedures.
- Participate through team-reporting structure or within specialized committees as assigned.
Contact
UNS Energy Corporation
88 E. Broadway
Tucson
Arizona États-Unis
www.uns.com
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