Job Posting Title Associate Customer Experience Advisor, Contact Center (Rotating Shifts)

Job Summary:

The Associate Customer Experience Advisor (ACXA) is the first contact with the customer when calling about an inquiry, issue or requested action. The ACXA is responsible for demonstrating professionalism when answering calls from Customers, such as those regarding new account setup, payments, billing inquiries, usage, meter readings, service issues, service requests, etc. This position will be subject to rotating on-call and rotating shifts. All shift types are available with current options as morning, evening, night and weekends shifts.

Job Description:

• Answer incoming calls from customers for basic call types, such as payments and billing questions, outages and emergencies, and maintenance orders 

• Provide a positive customer experience by showing empathy and understanding along with a knowledge of the situation brought forward 

• Utilize functionality from CC&B and other applications to assist the customer and proactively identify issues 

• Strive for First Call Resolution and a positive CSAT 

• Document details within CRM/CC&B regarding the conversation with the customer and actions taken 

• Complete outbound calling as required 

• Ensure complex and time-consuming calls are transferred for escalations and customers are assured the call is being escalated to assist with issue resolution 

• Demonstrates strong interpersonal skills through effective verbal and written communication with a focus on customer service and the ability to manage and resolve conflict 

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook). General knowledge in Computer Systems and platforms 

• Perform major storm restoration work and associated drills as assigned 

• Follow all policies and procedures 

• Perform other duties as assigned 

Additional Job Description:

Education

• High School Diploma or Equivalent  (GED)

Preferred

• Bachelor's Degree

Experience

• < 1 Year of experience in Customer Service​ 

Preferred:

•  1+ year of experience un Customer Service

License/Certifications

N/A

Travel Requirements

0%

Physical Demands

• Stationary Position -Constantly 

• Pushing/Pulling/Reaching - Seldom 

• Climb - N/A 

• Kneel - Seldom 

• Grab - Seldom 

• Bend