CUSTOMER SERVICE REPRESENTATIVE I

Dollar Energy Fund   PITTSBURGH, PA   Full-time     Call Center / Customer Service
Posted on June 16, 2022

DOLLAR ENERGY FUND IS LOOKING FOR A

Customer Service Representative l

 

Summary: This position is responsible for direct communication with customers, handling customer questions, taking inbound calls, making outbound calls and taking applications over the phone for Dollar Energy’s programs.  Requires an individual who has outstanding customer service skills and ability to use computer systems.

 

Essential Duties and Responsibilities: Includes the following. Other duties may be assigned.

 

Perform day-to-day activities of the program under the supervision of the Team Leader, CSR, including:

  • Recognizes and respects diversity among coworkers and customers.
  • Enrolls customers in the Customer Assistance Program.
  • Educates customers on the benefits of timely payments in CAP.
  • Advises customers of other available resources (i.e. PA 2-1-1; call your electric company for CAP, etc.).
  • Answers incoming calls regarding termination and service restoration.
  • Advises customers of application process for LIHEAP.
  • Recertifies customers in the Customer Assistance Program.
  • Takes inbound calls from customers, assists customers with questions and resolving problems related to program participation.
  • Completes customer applications using the telephone and determines customer eligibility for relevant programs.
  • Correctly follows workflow in programs software systems to complete tasks as assigned.
  • Manages difficult or emotional customer situations by using appropriate de-escalation tactics.
  • Responds promptly to customer needs.
  • Adheres to program guidelines and procedures, as established by Dollar Energy.
  • Maintains and updates customer accounts using the Dollar Energy computer systems.
  • Properly documents contact with all customers.
  • Handles work assignments as assigned by Workforce Management or Team Leader-CSR.

 

Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation.  If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted.  DEF strives to comply with the Americans with Disabilities Act and other related federal, state, and local laws.

 

Qualifications:  The successful candidate will have:

  • Sensitivity to customers of limited incomes or difficult circumstances.
  • Strong computer software skills
  • Ability to communicate effectively and respectfully with customers who may have special needs
  • Flexibility and ability to maintain a professional disposition during diverse and sometimes stressful conditions
  • Ability to follow procedures, process workload, and help customers
  • Ability to process required customer information gathered during telephone call for program eligibility

 

Work Experience and Education Requirements

 

  • High school diploma or equivalent
  • One to two years related experience and/or training
  • To perform this job successfully, an individual should have knowledge of Microsoft Windows Systems and Microsoft Office Applications.

 

Work Environment

 

  • The work environment is an office setting with temperate climate control.
  • The workstation is in an open cubicle environment.
  • The work is sedentary in nature but may require occasional standing and walking.
  • The work can be performed on-site or remotely.