[Hiring] Customer Care Representative @a career with NOVEC

Role Description

Energize your future by joining our team at Northern Virginia Electric Cooperative (NOVEC)! This is a remote position with the expectation of coming into the office for meetings, including the monthly safety meeting. You must live within 50 miles of the office. Training will be Mon-Fri 8AM-5PM for 6-8 weeks. The regular work schedule will be Mon-Fri 8:45AM-5:45PM.

• Respond in a polite, professional, and timely manner to customer inquiries via telephone, email, fax, or USPS mail.
• Demonstrate strong customer relations and problem-solving skills to provide quality customer service and first contact resolution.

Qualifications

• A High School diploma or recognized equivalent is required.
• A minimum of three years of previous customer service experience is required.
• Candidates bilingual in English and Spanish are strongly encouraged to apply.
• Related call center experience is preferred.

Requirements

• Accurately schedule service connects, disconnects, transfers, and meter checks.
• Review, research, and correct customer accounts due to lost paperwork, meter exchanges, crossed meters, high bill complaints, misapplied payments, etc.
• Perform tasks as assigned including emails, letters, document scanning, etc.
• Utilize various computer applications including, but not limited to: Ring Central, Webcall, NISC, Kubra, Transunion, etc.
• Assist customers with the self-service options available on NOVEC’s website (online bill payment, outage map, outage reporting, energy usage, etc.).
• Keep record of customer interactions, transactions, comments, and complaints in the appropriate customer information system (CIS).
• Process incoming calls in a manner consistent with meeting division goals.
• Maintain a positive, empathetic, and professional attitude toward customers and coworkers at all times.
• Perform other essential functions such as training new employees and processing returned Capital Credit checks.
• Review, assist, and implement policy and procedure development to comply with corporate and regulatory requirements.

Benefits

• Competitive salary and Incentive plan
• Premier health benefits, including an onsite wellness center.
• Survivor and Disability benefits
• 401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12%
• Life insurance
• Vacation, Sick and Holiday Leave
• Educational Assistance
• Annual Company Events