This position is responsible for handling billing inquiries, service orders, trouble calls both during and outside of normal schedule, and any related matters from customers and other sources through various customer contact channels including telephone, e-mail, websites and US mail. Focus is on meeting any customer requests and needs the first time, every time. Handles customer inquiries in a professional manner to develop and promote the highest possible degree of customer satisfaction, efficiency and cost effectiveness. Responds to customer inquiries and requests in relation to the customer account. Exercise good decision making skills to match customer needs with solutions or offerings. Assists customers with any questions around billing, and service related questions. Analyzes accounts explaining electric and/or gas charges; effects of weather conditions and general concepts in the pricing of gas and/or electric service; offering service and conservation advice; explaining the costs of operating various appliances. Promotes and offers value-added products and services to customers as well as answering questions related to those products and services. This position requires sitting for long periods of time, adhering to a strict schedule, and the use of dual monitors to access multiple applications at the same time. Qualifications STARTING PAY RATE is $13.50. Based on performance, pay will increase by $0.50 at 6 and 12 month intervals and $0.25 at 18 and 24 month intervals. Future increases will be based on an annual performance review process. FLEXIBLE WORK SCHEDULE – representatives are awarded shifts during an annual schedule bid and will work those shifts for 12 months. However, based upon business need your schedule may change at any time throughout the year. Our call centers are a 24 hour / 7 days per week operation. Representatives are expected to be on-call and work extended hours to support higher call volumes during times of inclement weather, an average of five to six total weeks per year, and report to work when other businesses and schools are closed. We are front-line employees just like our service technicians – if the power is out or there is a major weather event affecting power, you are expected to be here to serve our customers. We are open on holidays and you may sign up or be drafted to work during those times. TESTING – Candidates selected to move forward in the hiring process will be required to complete and pass a computer based aptitude test (and / or bilingual test, if applicable). TRAINING – successful candidates will receive extensive training to ensure that they are knowledgeable and prepared to handle customer issues. The training will begin on or shortly after your first day of employment and is expected to last 9 weeks. The training classes and schedule will vary according to location and position. During the training period, you will not be allowed to be absent. If selected for an interview and offered a position, your offer will be contingent upon your submitting to and successfully completing a drug test and criminal background check within a reasonable timeframe and prior to employment. |
205 reviews
Duke Energy Carolinas (formerly Duke Power) energizes the Carolinas as well as its parent company’s sales. A part of top US power firm…
EmoticonEmoticon