Hybrid Customer Service Representative
This is a hybrid role - three days in the office per week.
Responsibilities include:
- Serve as the central point of contact for all incoming customer calls/emails.
- Address customer questions and concerns as much as possible.
- Delegate to the appropriate individual or group if unable to address the issue directly.
- Log customer calls and report out weekly.
Assist schedulers with proactive customer contacts throughout the job scheduling process:
- Provide clear guidance for customers on pre-job requirements, such as inspection due dates, physical work to be completed before execution, and setting up new meter accounts.
- Schedule customer appointments and issue reminders/confirmations.
- Maintain a log of all communications to report out weekly.
Provide other scheduler assistance as needed:
- Assist in creating work packets.
- Assist in processing bundled job cards.
- Remove job holds once verified.
- Create IVR appointments.
- Assist in work order closeout.
- Schedule temporary disconnects.
- Investigate property damage claims and schedule work if PPL liability is determined.
*This is not a driving role*