[NFBK] Remote Customer Solutions Rep Position

Lonnie Swafford - NFBKY lonnie.swafford at nfbofky.org
Tue Apr 5 21:11:26 UTC 2022

This is an excellent opportunity!


After the first day of orientation and equipment has been obtained, the
candidate would work from home. This of course can help expand the position
to those around the state who live reasonably close to a KU office. As most
are aware, LG&E and KU have gone to great effort to ensure accessibility and
accommodations for the blind and I wanted to pass this on for anyone who may
want to apply. Please feel free to contact me with questions. After
applying, you would want to ensure the company is aware you require
accommodations for those using screen reader or screen enlargement software.


Remote Full Time Customer Solutions Representative



Position Purpose


Customer Solutions Representatives  work diligently to provide answers for
and solve customer issues. In this position, you are empowered to educate
customers, resolve issues, and tailor solutions to fit customers' needs.
This is an entry level position responsible for effectively answering and
resolving customer requests and inquiries using a blend of excellent
interpersonal skills and a desire to provide exceptional customer service
while balancing the needs of the customer and the Company. This position is
responsible for resolving customer contacts the first-time using the Company
provided systems and tools provided to you in training while adhering to
policies, procedures and regulations. Customer Solutions Representatives
work under supervision to consistently exceed established productivity and
quality standards, while meeting defined key performance goals.


Pay starting at $16 per hour. This is a full time remote position.


Job Function Customer Service/Operations


Required Education & Experience


High school diploma or GED is required Minimum of one year of customer
service or sales experience Demonstrates a positive attitude, high level of
integrity, and possesses a solution-oriented mindset Team player with a
demonstrated ability and desire to build strong working relationships Strong
verbal and written communication skills Proficiency with MS Office and basic
math skills


Preferred Qualifications


Experience analyzing and resolving customer problems in a customer contact
center, retail environment, or professional office environment using
windows-based computer software as the primary instrument to perform job
duties. Electric and/or natural gas utility industry experience Two or 4
year college degree preferably in a business field Experience working with


Job Description


Full time remote position starting at $16 per hour.  Develop and maintain a
working knowledge of contact center software applications and related
systems to effectively serve natural gas and electric customers Take calls
from multiple queues to assist customers Work to resolve customer requests
and inquiries on the first contact Negotiate payment plans with customers
and low-income agency representatives to avoid disconnection of electric/gas
service, and work with customers to reconnect service that has been
disconnected while ensuring adherence to Company policies Effectively
communicate information with customers that may include: reports of
power/natural gas outages service restoration status, monthly energy
consumption, regulated rates, meter reading schedules, estimated bills,
disconnection notices, reconnection procedures, etc. Accurately analyze
account history including debits/credits and balances, research applicable
records for customers, and if necessary, communicate this information to
supervisors and peers to effectively resolve customer inquiries Maintain
working knowledge of all Company processes and procedures, policies,
operations, billing rates and functions, energy efficiency programs, and
marketing programs Ensure regular attendance and adhere to a specific daily
schedule including start and end times, scheduled breaks, and lunches
Participate in on-call scheduling for outage and other emergency events, and
cover alternate shifts, as appropriate Demonstrate compliance and adherence
to Company safety initiatives Obtain and maintain Gas Operation
Qualification standards as required during training. All other duties and
projects as assigned


Work Conditions


Contact center environment with moderate noise level due to inbound customer
calls and workspace configuration. Customer service hours of operation are
Monday - Friday, 7 a.m. to 7 p.m. Eastern. The contact center operates
24x7x365, so some shifts provide alternate evening, overnight and weekend
coverage. Overtime as needed based on business need. On-call
responsibilities required for emergency events and other business need.
During large scale outage events, extended work hours and remote work
assignments are required.


Physical Effort


Frequently speaking, listening using a headset, primarily sitting, use of
hands/finger across keyboard or mouse, long periods working at a computer.
May have limited travel throughout the LG&E and KU service territory. 


Lonnie T. Swafford - Board Member

National Federation of the Blind of Kentucky


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