Customer Service Representative - Remote

InteLogix is a customer service and solutions company committed to empowering individuals and organizations through innovative services and exceptional support. The Customer Service Representative will handle calls about electric and gas services, explain billing and assistance options, resolve issues, manage accounts, document interactions, and identify relevant additional services while maintaining professionalism and customer satisfaction.

Responsibilities:

• Respond to incoming customer calls regarding their electric and gas services
• Educate customers on billing details including explaining charges, payment options, and available assistance programs
• Provide accurate information and solutions to customers, ensuring a high level of customer satisfaction
• Focus on first call resolution with each customer
• Identify opportunities to add additional services or upgrades that align with customer needs
• Assist customers with account management, including updates to personal information and services
• Document customer interactions in the call tracking system
• Handle all customer calls, despite the degree of difficulty, in a courteous and business-like fashion
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
• Perform additional duties as required by management

Requirements:

• High School Diploma or GED is required
• 1 year of customer service experience is required
• Excellent customer service experience
• Strong written and verbal communication skills
• Natural ability to empathize with customers
• Ability to project and convey a positive, concerned, and professional image to customers
• Ability to be adaptable and quickly adjust to change
• Must be able to conduct research efficiently and effectively while working within specific time constraints
• Adhere to policies and procedures
• Adhere to work schedule and punctuality requirements
• Must be able to type quickly and accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems
• Must be able to maintain a high level of confidentiality in dealing with customer information
• Must be able to provide quality customer service and able to work with difficult customers on occasion, while still maintaining a strict level of professionalism
• Must have reliable, high-speed internet with a wired ethernet connection (WiFi is not acceptable)
• Download speed must be 10 Mbps or higher
• Upload speed must be 5 Mbps or higher
• Dedicated workspace that is in a quiet and distraction free environment
• Must have personal device for 2 factor authentication
• 1 year of call center experience