Customer Care Specialist

DEPARTMENT: Customer Care
FLSA: Non-Exempt

Summary

The Customer Care Specialist is responsible for performing the verification portion of the customer’s new service enrollment with Stream Energy.   He/she will handle customer issues requiring expert opinion and resolution.  Those issues involve answering questions in regards to billing disputes, unintentional errors, missing payments issues and other unresolved issues from our strategic partner supervisors. This position requires the ability to process information quickly and accurately, and the capability to make decisions independently at times while under pressure.  Providing a very high level of customer satisfaction through effective and timely resolution with courtesy and professionalism is required at all times on every call.

Essential Duties and Responsibilities

·    Handles escalated issues from strategic partner supervisors

·    Solves complex issues with customer accounts

·    Offers one call resolution for potential and new service customers

·    Makes call-backs as necessary  to attain overall Customer Service Experience

·    Works with other department liaisons to ensure customer issues are solved in a timely manner

·    Assists with call flow to maintain ASA and SLA Metrics

Job Requirements

·   Bilingual (Spanish/English)

·   High School Diploma required, college degree or equivalent experience in a call center environment preferred

·    Requires excellent analytical and problem solving skills while thoroughly investigating the escalated issues

·    Strong experience in the areas of customer service and call handling techniques

·    Excellent oral, written and interpersonal communication skills are required

·    Ability to work effectively with broad spectrum of call center personnel

·    Working knowledge of Excel, MS Word, CIS, Genesys  and other applications related to this position