[NFBK] Remote Customer Solutions Representative

Wed Apr 19 11:39:37 UTC 2023

Applicants who wish to apply whom are blind should contact me off-list,
please.

Remote Customer Solutions Representative

Job LocationsUS-KY-Lexington

ID

2023-9369

Category

Customer Service

Position Type

Regular

# of Openings

18

Full Time/Part Time

Full-Time

Experience Level

Non-exempt

Company

LG&E and KU Services Company

Overview

This is a full time remote position with equipment provided.  The successful
candidate will be required to report to one of our customer service
locations in Kentucky on the first day of employment to attend orientation
and receive their equipment.  Pay starting at $16 per hour.  Training will
be 8am-5pm. Once training is complete the hours will be 10am-7pm.  We offer
a robust benefit package, 401k and paid vacation and holidays. Must have a
minimum internet speed of at least 7mbps upload and a minimum of at least 20
mbps download.

Customer Solutions Representativeswork 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.

Responsibilities

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

Qualifications

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; 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 SAP; 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.; 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.

*LoGaElKeUt*

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Lonnie T. Swafford - Board Member

National Federation of the Blind of Kentucky

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