Senior Customer Call Representative, Retail Operations
Frontier Utilities is Texas owned and operated with main offices in Houston and Dallas. Frontier Utilities is a rapidly growing marketer of natural gas and electricity to homes and businesses in Texas, New Jersey, Pennsylvania, Ohio and Illinois. The company is private, and was founded in 2008 with headquarters in Houston, Texas with about 100 employees. Frontier’s company culture is performance-driven, solutions-oriented, collegial, open and fun. Our company and our outstanding employees are committed to giving back to our communities through charitable giving and volunteerism.
Our mission is to create superior value and satisfaction for our customers, employees, communities and investors through the sale and supply of energy and related services. We execute our mission through the highest standards for service, innovation, integrity and financial performance within a supportive, collegial, and solutions-oriented work environment.
Title: Senior Customer Call Representative, Retail Operations
Reports to: Supervisor, Retail Operations, Call Center Fulfillment Services
Job Summary:
This position will be part of the initial contact fulfillment team for customers interested in our products and will be responsible for assisting customers in completing applications on line and over the phone, informing customers of the product features and terms, and customer account resolution. This role will interact with cross-functional teams - pricing, sales, customer service, and finance to research and resolve system, billing and customer inquiries. This position will assist other Customer Call Representatives with questions, training, account resolutions and additional duties as needed.
Summary of Essential Job Functions
- Resolve customer issues in an accurate and timely manner
- Address billing inquiries and resolve billing disputes
- Enroll customers and resolve enrollment issues
- Provide price quotes to prospective customers
- Process disconnection and reconnection requests
- Respond to email and correspondence inquiries
- Customer account problem solving and fulfillment
- Answer questions about the product details, the company, and account issues and resolution for customers.
- Answer inbound calls including customer service, transferred sales leads and calls from current and potential customers
- Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.
- Manage online chat quos
- Perform collection activity on past due accounts
- Perform basic account maintenance activities.
- Meets sales and quality quotas set by supervisor and director
- Ensure compliance of company policies, regulations affairs
- Meet Quality Assurance Requirements and other key performance metrics.
- Interact with utilities (TDSP), third party EDI carriers and other REPs to ensure data synchronization and timely action on customer account transactions.
Technical Requirements:
- Preferred bilingual fluency in English and Spanish.
- Excellent interpersonal, written, and oral communication skills
- High school diploma required. College degree preferred.
- 3+ years of customer service experience required.
- The ideal candidate will be a self-starter with a solid understanding of electricity and natural gas markets and deal flow with 1+ years’ experience.
- Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
- Must possess and be able to demonstrate strong influencing and closing skills.
- Strong proficiency in Microsoft Office applications and online databases.
- Excellent problem-solving, listening, communication, and customer service skills
- High attention to detail.
- Minimum typing speed of 35+ wpm.
- Exceptional problem solving skills, taking ownership and follow-through to resolution.
Leadership Requirements:
- Ability to work and contribute as an effective team player
- Ability to manage projects and multi-task in a fast paced environment
- Ability to handle a high stress environment
- Ability to handle and resolve recurring problems
- Highly confident, articulate individual who is a team player and works well with other desks
- Ability to prioritize tasks and be able to respond to changes in priorities
- Ability to explain complex ideas in a cohesive and clear manner
- Highly motivated, self-sufficient and enthusiastic individual who has strong desire to grow within Company
- Good understanding of business processes within sales / fulfillment
- Highly knowledgeable about Frontier Utilities and the Company Business Overview
Interested candidates may apply by sending their resume to jobs@frontierutilities.com In the subject line, please include the position for which you are applying and include your name.
Note: Frontier Utilities is an EEO employer
We are an equal opportunity employer and all qualified candidates will receive consideration for all positions without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, veteran status, disability, genetic information, or any other characteristic protected by law.
Frontier Utilities participates in the E-Verify Employment Verification Program.
Frontier Utilities is not currently accepting unsolicited resumes from search firms. Regardless of past practice, all resumes submitted by search firms to any employee at Frontier Utilities via-email, the Internet or directly to hiring managers at Frontier Utilities in any form without a valid written agreement in place for that specific position will be deemed the sole property of Frontier Utilities. As a result, no fee will be paid in the event the candidate is hired by Frontier Utilities.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities