Providing excellent and quality customer service to prepaid customer within the Texas markets. Representatives will make and take average or 80 to 100 calls a day to resolve issues, take payments, explain prepaid plans. Actively support a positive team environment that is efficient and effective servicing Pronto Power customers.
Essential Roles and Responsibilities:
Support and provide superior customer service via phones and emails.
Utilize questioning and listening skills that support effective telephone communication.
Understands the impact of attitude in handling calls in a professional manner.
Takes ownership and offers problem resolution.
Effectively deal with stress, angry callers, and upset customers.
Apply the elements of building rapport with different types of customers over the phone.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
Identify voice skills and how to enhance a good telephone conversation.
Meets commitments to our customers.
Display time flexibility towards shifts as per call center coverage requirements.
Updates job knowledge by participating in educational opportunities.
Other duties as assigned
1-3 years in an inbound call center;
Knowledge of Retail Electric Provider industry (helpful but will train);
Excellent interpersonal skills;
Ability to multi-task;
Demonstrate a “customer first” attitude;
Strong organizational and interpersonal skills
Exemplary coaching and developing skills
Ability to remain calm and effective under pressure