HomeCareersSearch & ApplyCustomer Care Specialist

Customer Care Specialist

Location:

OK, Tulsa

Job type:

Permanent

Job Description

Primary Focus:

The Customer Care Representative is a key member of the Operations team and is primarily responsible for delivering a personalized service to DEB CA customers, serving as the primary point of contact for resolving customer issues and inquiries while ensuring commitments are delivered in line with contractual, as required. She/he will build effective relationships across the organization and with customers to enable delivery of an outstanding customer experience geared towards retaining the customer relationship.

Requirements

Skills & Qualifications:

  • Bachelor’s or Associates degree preferred, with 3-5 years of customer facing experience working in a team-oriented environment
  • Strong work ethic, with a high degree of accountability and professionalism
  • Excellent oral and written communication skills, the ability to: manage multiple priorities, work under pressure and meet deadlines, work effectively with cross-functional teams, solve problems and make quick decisions
  • Must have a positive, can-do attitude
  • Excellent working knowledge of Microsoft Excel and PowerPoint
  • Good knowledge of Canadian gas and power markets and competitors would be considered an asset
  • Passport required, must be able to travel internationally

 

Working Conditions:

Physical Effort: Frequent opportunity to move about

Physical Environment: Located in comfortable office environment

Sensory Attention: Frequent

Mental Stress: Continuous

Responsibilities

Organizational Dimensions/Scope

The Customer Care Representative will work closely with key stakeholders of all functions across the organization to build effective working relationships. Scope will extend to all operational areas in Canada.

 

Accountabilities:

  • Serves as the primary point of contact for all life cycle interactions as relates to DEB CA customers
  • Proactively manages end-to-end service delivery for DEB CA customers to ensure timely and accurate resolution of all issues originating during the customer life cycle

  • Resolves customer issues (originated via the customers 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 DEB CA customers
  • Proactively contacts DEB CA customers who have initiated an issue or inquiry, 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 Quality Assurance monitoring, Net Promoter Score or Moment Of Truth surveys and proactively takes actions to address outstanding gaps in service delivery as highlighted
  • Assists in related initiatives to improve customer experience across the business including but not limited to training Customer Care Representative on an ad-hoc basis

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