Customer Service Tier 2 Agent

Job Description

Job Description

Eligo Energy is seeking a Customer Service Representative who wants to provide excellent customer service to our clients. Eligo Energy offers an outstanding opportunity for energetic, self-motivated individuals to make an impact as part of a dynamic call center team. We offer competitive hourly compensation with bonus potential. If you enjoy helping others, finding solutions, and are ready to make a difference in customer service, we want to hear from you!

Customer Service Representative:

As a Customer Service Representative in a call center environment, you will work to support commercial and residential customers with their accounts.

Your responsibilities will include, but are not limited to, the following:

Job Description

• Develop thorough knowledge of Energy Deregulation, Utility regulations and requirements for retail energy suppliers, Municipal Aggregations, Natural Energy and energy pricing to efficiently assist our customers.
• Maintain a high level of world-class customer service and professionalism to each customers.
• Provide accurate information to customers by utilizing multiple internal systems to locate, interpret and communicate information to customers.
• Escalate complicated issues to the appropriate internal teams to resolve customer requests.
• Promote products or solutions that best suit the customer.
• Calculate and issue early termination fees according to company guidelines
• Act as a subject matter expert for the Tier 1 Customer Service Team
• Provide courteous, prompt, and accurate resolution to customer inquiries, which can be carried out via inbound or outbound calls or electronic communication.
• Take escalated calls that filter through Tier 1 agents
• Promotes a positive work environment.
• Research and resolve enrollment failures and dropped customer accounts, billing and rate disputes to minimize any negative financial impact.
• Other duties and task may be assigned by the Team Leader

Requirements

Qualifications:

A minimum of 2 years of Customer Service Experience

Strong analytical and critical thinking skills

Excellent Customer Service skills

Ability to manage and complete multiple tasks

Exceptional communication skills

Accountable-Ability to accept and implement coaching and feedback to achieve performance goals.

Strong Communication skills

Additional Requirements:

The ability to work from home in a virtual work environment

High speed internet connectivity (no hotspot)

A quiet workspace

Ability to use dual monitors to multi-task using multiple applications.