Job Purpose:

Responsible for handling a variety of aspects related to a customer's inquiry and account management, including, but not limited to: initiating and terminating a customer's account, processing a payment arrangement, updating an account with proper notes, resolving billing issues, creating and explaining adjustments, high bill counseling, etc. Serve as a liaison between OUC and its current and potential customers. Accept ownership for effectively handling customer issues, complaints and inquiries over the phone, and keeping customer satisfaction at the core of every decision and behavior.
 
Primary Functions:

Confer with customers to provide routine information about utilities products or services, take or enter orders, or obtain details of complaints

Resolve customer’s service or bill-related concerns by ordering appropriate investigations for concerns and/or tests that would determine the causes of product malfunctions as reported by customers;  Use Customer Information Systems (i.e. PSERM, CC&B) to update and keep accurate records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken; Refer unresolved customer grievances to designated departments for further investigation;

Transfer customer calls to the appropriate department when call concerns matters other than customer service; Refer customers needing to make payments to the methods available (i.e. payment phone line, OUC website, authorized payment centers) 

Identify customer's needs, clarify information, research every issue and provide solutions and alternatives

Handle sensitive situations and challenging customer inquiries via the telephone; explain company policies and procedures to internal and external customers

Develop a familiarity with different aspects of OUC’s Customer Service organization through cross-training and exposure to various tasks or functions

Handle returned correspondence and billing

Meet personal/team quantitative and qualitative goals set by management

Perform other duties as assigned.
 
Technical Requirements: 

Working knowledge of all, but not limited to the following: 

Call center operations; o Customer service practices and principles

Familiarity with all, but not limited to the following:

Software Application (i.e. Customer Information System (CIS) such as PSERM or CC&B)

Equipment (i.e. Hands-free communication headset) Related industry, organizational and departmental regulatory guidelines, best practices, and procedures

Ability to:

Multitask in a fast-paced environment; o Clearly articulate information to customers over the phone; o Handle confidential customer information in an ethical manner

Utilize job aides and other resources to assist customers

Make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages

Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).
 
Education/ Certification/ Years of Experience Requirements: 

High School Diploma or GED  

Minimum of three (3) years of customer call center experience or direct customer service experience handling higher order requests such as servicing accounts, processing payments, investigating account issues, etc.  Associates Degree or higher from an accredited college or university may substitute for one (1) year of the above experience

Bilingual in Spanish OR Portuguese OR Haitian Creole, to include speaking, reading, and writing (preferred)
 
Working Conditions: This job is absent of disagreeable working conditions. This job is performed in an office work environment.
 
Physical Requirements: This job includes constant speaking/hearing, writing/typing, and detailed inspection. This job requires very frequent sitting. There may be occasional standing, walking, and lifting up to fifty (20) lbs.

Apply directly at  https://ouc.csod.com/ats/careersite/jobdetails.aspx?site=3&c=ouc&id=811  - mention CFEC.org job posting when applying.

Full-Time
Competitive
Job Viewed 448 Times
Apply directly at https://ouc.csod.com/ats/careersite/jobdetails.aspx?site=3&c=ouc&id=811 - mention CFEC.org job posting when applying.

To be able to apply for jobs on CFEC site, Register as a Job Seeker. 

No
Approved
Orlando Utilities Commission
54179
08-16-2019
2019-10-15 13:30:00
-- Orlando
Orlando
Florida
Responsible for handling a variety of aspects related to a customer's inquiry and account management, including, but not limited to: initiating and terminating a customer's account, processing a payment arrangement, updating an account with proper notes.
Orlando Utilities Commission