Customer Care Advisor

About This Role

The Customer Care Advisor handles customer requests and inquiries related to electric and gas services, including connections, disconnections, emergencies, billing, and complaints. This role ensures accurate information is provided and proper procedures are followed to maintain customer satisfaction and efficient service delivery.

Responsibilities

• Take phone/mail/online applications for connection and disconnection of services and emergency service calls
• Explain and respond to customer inquiries regarding payment arrangements, payment extensions, high bill complaints, average bills, and bill calculation
• Advise customers of Company programs such as budget billing, electronic funds transfer, paperless billing, and text/email notifications
• Process customer calls in emergency and outage situations and report to dispatching
• Initiate reconnection orders received by telephone from customers for service previously disconnected for non-payment of bills
• Answer inquiries from customers, electricians, and others regarding service and other information shown on customer billing records
• Grant or deny requests for extension of time to pay on delinquent residential accounts and accept or refuse partial payments
• Process adjustments to customer bills involving late payment charges, corrections of amounts or dates, or other debits/credits as necessary
• Perform daily clerical operations, such as customer correspondences/faxes, letters of credit, and other forms or letters requested by customers
• Avoid providing incorrect information to customers or processing erroneous orders and hold customer account information confidential

Requirements

• High school diploma or equivalent
• Must pass Company customer service aptitude test
• Two years of customer service or collections experience
• Ability to speak distinctly with tact and diplomacy
• Effective written communication skills and attention to detail
• Ability to handle difficult customers and situations with good listening skills, understanding, and empathy

Qualifications

• High school diploma or equivalent is required; or 60 credit hours toward a bachelor's degree preferred
• Two years of customer service or collections required; one year of call center experience preferred. Military experience in lieu of customer service requirement may be considered.

Nice to Have

• 60 credit hours toward a bachelor's degree
• One year of call center experience

Skills

* Required skills

Benefits