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Customer Care Specialist

Location:

OK, Tulsa

Job type:

Permanent

Job Description

The Customer Service Specialist is a key member of the Operations team and is primarily responsible for delivering a personalized service to Direct Energy customers, ensuring commitments are delivered in line with obligations for contracts as required. She/he will be building effective relationships across the organization and with customers to enable delivery of an outstanding customer experience geared towards retaining the customer relationship.

Requirements

  • Minimum 2 years of operational experience in customer service preferably for the retail commodity (Natural Gas/Electricity) market
  • Experience and strong knowledge of Call Center operations and processes
  • Undergraduate degree in business (B Comm, BA etc) preferred
  • Demonstrated experience with Microsoft Office (Word, Excel, and Power Point), Microsoft Access and SQL query is an asset
  • Proven experience in conflict resolution skills and effective negotiating skills
  • Ability to work independently, comfortably making rational and reasoned decisions and formal recommendations which directly impact corporate revenue, customer service and financial liabilities
  • Excellent communication skills (written and verbal)
  • Strong interpersonal skills and the ability to work in a team objective environment
  • Ability to excel in a fast past, highly volatile environment; effectively managing multiple activities and meeting deadlines

Responsibilities

  • Serve as the primary point of contact for all lifecycle interactions as relates to customers
  • Resolves customer issues (originated via the customers, BDM, CDM or through Brokers) related to billing and payment in multiple systems, sometimes working in conjunction with relevant functional groups to ensure resolution at first contact
  • Assists in helping reduce operating expenditures by championing electronic billing and payments activity related to customers
  • Proactively contacts assigned customers on a periodic basis to ensure service delivery is aligned with their expectation and highlights insights to direct Manager
  • Focuses on delivering an outstanding customer experience as measured by Net Promoter Score and proactively takes actions to address outstanding gaps in service delivery as highlighted
  • Assists in related initiatives to improve customer experience across the business

The IndividualDirect Energy and its subsidiaries are a Equal Employment Opportunity
employer--M/F/disability/protected veteran status