**Job Title:** Remote Customer Service Specialist
**Company:** Eversource Energy
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 4
**Job Description:**
Eversource Energy, a leading energy provider committed to delivering reliable and sustainable services, is seeking a dedicated and enthusiastic Remote Customer Service Specialist to join our team. This is an excellent opportunity for an energetic and resourceful individual with a passion for customer service to contribute to our mission of providing exceptional support to our customers across Australia.
**Key Responsibilities:**
1. **Customer Interaction:**
- Respond promptly to customer inquiries via phone, email, and chat, ensuring high levels of customer satisfaction.
- Provide clear, accurate, and timely information regarding Eversource Energy's products and services.
- Manage and resolve customer complaints with professionalism and empathy, striving for first-contact resolution whenever possible.
2. **Account Management:**
- Assist customers with account setup, updates, and inquiries related to billing, service availability, and other relevant topics.
- Process requests for disconnections, reconnections, and transfers of service efficiently.
3. **Technical Troubleshooting:**
- Provide basic troubleshooting support for common issues related to service delivery and account access, escalating more complex issues to the appropriate departments when necessary.
- Assist customers in understanding their usage and available energy-saving programs or incentives.
4. **Documentation and Reporting:**
- Maintain accurate records of customer interactions and transactions in the customer relationship management (CRM) system.
- Generate reports as required to assess performance metrics and customer satisfaction levels.
5. **Collaboration:**
- Work closely with internal teams, including technical support and billing departments, to ensure cohesive customer experience and issue resolution.
- Participate in team meetings and training sessions to enhance service delivery and professional development.
6. **Continuous Improvement:**
- Stay informed about new products, services, and policies to effectively communicate updates to customers.
- Contribute to the continuous improvement of processes and customer experience by sharing feedback with management.
**Requirements:**
- **Experience:** Minimum of 4 years in a customer service or related role, preferably within the energy sector.
- **Education:** High school diploma or equivalent; additional qualifications in customer service, communications, or a related field is a plus.
- **Technical Skills:** Proficiency in using CRM software and Microsoft Office Suite; ability to learn new technologies quickly.
- **Personality Traits:**
- Energetic: Demonstrates enthusiasm in customer interactions and fosters a positive experience.
- Resourceful: Capable of thinking critically and finding solutions to customer inquiries and problems.
- **Soft Skills:**
- People Management: Ability to engage with customers and colleagues effectively, fostering a collaborative environment.
- Time Management: Capacity to prioritize tasks efficiently and meet deadlines in a fast-paced work environment.
**Benefits:**
- Competitive salary commensurate with experience.
- Disability insurance to support your health and well-being.
- Life insurance for peace of mind.
- Access to company transportation where applicable.
- Prioritization of employee well-being through robust health and wellness initiatives.
**Working Environment:**
At Eversource Energy, we prioritize employee well-being and strive to create a supportive and inclusive work environment. Our health and wellness initiatives ensure that you have the resources and support you need to thrive, both personally and professionally.
**Deadline to Apply:** October 6, 2024
**Equal Opportunity Statement:**
Eversource Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
