Customer Experience Technical Representative - Weekend Core

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Ready to Power a Smarter World with us?

The training schedule is Monday-Friday First shift.

Major Responsibilities

• Ability to pass product and process testing following training

• Receives and documents all customer interactions in real time

• Corresponds to customer interactions via email, phone, text or chat

• Maintains contact center metrics including customer satisfaction, productivity and adherence

• Responds to and resolves customer technical and non-technical inquiries and issues

• Assists customers with installation and issue resolution in the moment

• Assists customers with troubleshooting issues and offer accurate information in the moment

• Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions

• Maintains product knowledge through training and continuing education

• Escalates more complex inquiries or complaints appropriately to specialized teams

• Maintain Outlook email inbox, calendar, and tasks regularly

• Other duties as assigned and the following:

• Flexible to work overtime hours to meet customer & business need

• Data entry

 High School Diploma or GED

 1 year experience in a customer service role or technical troubleshooting

Preferred Job Requirements

•  Contact Center experience with troubleshooting

• Experience handling a high volume of inbound calls

Physical Requirements and Working Conditions

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.  The employee is regularly required to stand and walk.  On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.  The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. 

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”