Bilingual Service Consultant - Customer Care Center

The Bilingual Service Consultants handle more than 60-100 calls a day in both Spanish and English and assist customers Monday-Friday 8 a.m. – 5 p.m. and provide 24/7 support for emergencies. Some weekends and holiday work will be required. Our team is the best in class at helping our customers during major storms. We value our customers and are looking for team members that will deliver solutions to meet their specific energy needs. Our culture is founded on relationships, empathy, and loyalty.  

Skill development, coaching and mentoring are also paramount to our culture. So, if you are self-directed and hungry to learn new concepts, then this role will suit you well. Our employees are trusted to be creative and innovative to achieve customer and operational excellence.  

On a typical day, our Spanish speaking consultants can have a conversation with customers about starting, stopping, or transferring their service, discussing payment options, offering personalized energy-related products and services, report emergency situations, and other general inquires. Simply put, people count on us. If you are not 100% reliable and ready to give it your all, this isn’t the job for you. 

We’re looking for candidates who are:

• Excited to be a part of a team
• Naturally curious and take pride in resolving issues
• Kind and efficient 
• Empathetic and resourceful 
• Willing to make important decisions
• Excellent at figuring out solutions to problems
• Dependable to their core and have the tenacity to show up and work hard even when the going is tough 
• Self-aware and have the drive to take ownership of their career

What you’ll be responsible for:

• Explaining billing issues and understanding common causes of high bills
• Initiating transferring and disconnection of electric service while offering products and services that meet our customers’ needs
• Discussing general customer inquires 
• Discussing rate options and educating customers about their energy usage
• Assisting customers with setting up payment arrangements through our self-serve channels
• Diagnosing trouble with electric service and reporting dangerous or hazardous situations

Functional Expertise: 

• Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and make arrangements for payment of past due bills, final bills, and returned checks
• Process service orders
• Respond to service policies, rate questions, and billing inquiries
• Update and maintain customer personal identifiable information
• Adhere to established policies, procedures, and quality standards for work performed
• Coordinate work requests with appropriate departments and service centers
• Report service disruptions (i.e., system outages and technical issues)
• Effectively transfer misdirected customer requests to appropriate department
• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
• Determine documentation requirements
• Provide information related to outside assistance and other options
• Prepare emergency, priority, and orders (i.e., meter changes and miscellaneous orders)
• Report on non-emergency service activities (i.e., errors, calls, emails, complaints, and call trends)
• Investigate and probe to ensure clarity and that customer’s request are satisfied according to emergency policies and procedures
• Work with various internal departments (i.e., Credit and Collections, Legal) on preparing itemized statements for bankruptcies and researching and compiling documentation needed for court cases the company has been subpoenaed

Business Acumen:

• Must be able to work in an 24/7 working environment, where shifts change due to business needs and seasons
• Must be able to work required overtime and fulfill on-call obligations
• Maintain working knowledge of all company products and services
• Responsible for maintaining the security of customer records
• Identify potential process improvements/opportunities and provide feedback regarding service failures or customer service enhancements

Engagement:

• Participate in activities designed to improve customer satisfaction and business performance.
• Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels
• Manage peer relationships

Driving Results:

• Accountable for meeting individual performance objectives consistently
• Accountable for all metrics that attribute to overall team goals including service level, self-service transaction growth and channel satisfaction
• Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed.

If you are kind enough to deliver excellent customer service to customers with high expectations, apply now! We can’t promise it will be easy. We can promise it will be time well spent. You will gain skills and grow your career with one of the Southeast's largest and most well-respected employers. We provide exceptional training programs, a supportive environment for learning and growth, top pay and benefits, and a culture that is built on the highest standards of customer service. 

The successful candidate will work in the office the first 6 to 8 months located at the Care Center in McDonough GA. Work from home and flexible shifts opportunities may be available dependent upon performance, attendance, and management discretion.

This position requires all candidates to pass the bilingual proficiency exam.

Candidates must live within a one hour commuting distance to the Customer Care Center. The Customer Care Center is located at 2500 Patrick Henry Pkwy, McDonough, GA 30253.