This position provides leadership to ensure superior customer service to all phone-in, walk-in, mail-in and internet-active customers. Assignments may be in the customer contact phone center, a JEA ...
3 Jea Customer Service Representative Jobs Hiring Near You
This position provides leadership to ensure superior customer service to all phone-in, walk-in, mail-in and internet-active customers. Assignments may be in the customer contact phone center, a JEA ...
Facilities Space Planning Associate
Jacksonville, FL · On-site
$27.75/hr
... customers. Utilizing a JEA vehicle and/or other equipment, provides logistical transfer of ... Utilizes the Space Management module within Service Now to retrieve new work orders placed by ...
Facilities Space Planning Associate
Jacksonville, FL · On-site
$27.75/hr
... customers. Utilizing a JEA vehicle and/or other equipment, provides logistical transfer of ... Utilizes the Space Management module within Service Now to retrieve new work orders placed by ...
Laboratory Scientist
Jacksonville, FL · On-site
... continuous customer service. * Performs routine analyses for assigned work group (e.g. Gas ... This position requires that employees be in compliance with JEA procedure ES A0200 A0101 RS 628 ...
Laboratory Scientist
Jacksonville, FL · On-site
... continuous customer service. * Performs routine analyses for assigned work group (e.g. Gas ... This position requires that employees be in compliance with JEA procedure ES A0200 A0101 RS 628 ...
JEA Jobs Information
What are the key skills and qualifications needed to thrive as a Customer Service Representative, and why are they important?
To thrive as a Customer Service Representative, you need strong communication skills, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center systems, and basic office applications is commonly required. Patience, active listening, and a positive attitude are crucial soft skills that help build rapport with customers. These skills and qualities ensure efficient resolution of customer issues, foster customer loyalty, and contribute to overall business success.
What are some common challenges Customer Service Representatives face, and how can they be overcome?
Customer Service Representatives often encounter challenges such as handling difficult customers, managing high call volumes, and staying updated on product or service changes. Effective communication, active listening, and patience are essential for resolving conflicts and maintaining professionalism. Regular training, support from team leads, and using knowledge bases can help representatives stay informed and deliver accurate assistance. Building strong relationships with colleagues also fosters a supportive environment where challenges can be addressed collaboratively.
What are customer service representatives?
Customer service representatives are professionals who interact with customers on behalf of a company to address inquiries, resolve issues, and provide information about products or services. They may communicate with customers via phone, email, live chat, or in person. Their primary goal is to ensure customer satisfaction, handle complaints effectively, and maintain a positive company image. These representatives often work in call centers, retail stores, or remotely. Good communication and problem-solving skills are essential for success in this role.
Can I work in Amazon from home?
Customer Service Representatives at Amazon can often work remotely, depending on the role and location. Remote positions typically require good communication skills, a reliable internet connection, and sometimes specific equipment or certifications. Availability of work-from-home options varies by position and geographic region.
What is the difference between Customer Service Representative vs Call Center Agent?
| Aspect | Customer Service Representative | Call Center Agent |
|---|---|---|
| Required Credentials | High school diploma or equivalent; customer service skills | High school diploma or equivalent; communication skills |
| Work Environment | Office, retail, or remote settings; direct customer interaction | Call centers, remote or office; primarily phone-based |
| Employer & Industry Usage | Retail, telecom, banking, healthcare | Telecom, tech support, insurance |
| Common Search & Comparison | Customer Service Representative | Call Center Agent |
Customer Service Representatives and Call Center Agents both handle customer interactions, often via phone or in person. While they share similar skills and work environments, Customer Service Representatives typically provide broader support across multiple channels, whereas Call Center Agents focus mainly on phone-based support. Understanding these differences helps job seekers find roles aligned with their skills and preferences.
What other companies are hiring for Customer Service Representative jobs?
Job description
This position provides leadership to ensure superior customer service to all phone-in, walk-in, mail-in and internet-active customers. Assignments may be in the customer contact phone center, a JEA customer walk-in center, or the outage center. Depending on assignment, may be responsible for JEA's 420,000 residential customers, 50,000 commercial/industrial/government customers, or both groups.
Responsible for achieving continuous improvement in these Customer Relationship business metrics: (a) customer satisfaction, (b) average speed of answer (ASA), (c) customer contact center service levels, (d) cost per contact (e) First Contact Resolution
Responsible for leading, coaching and directing assigned personnel to achieve desired productivity and service levels within established guidelines and operating procedures
Responsible for assisting in implementing state-of-the-art technologies in call processing, business transaction processing and customer call routing to improve customer satisfaction and team productivity
Responsible for monitoring and evaluating the performance of team members to identify coaching and training needs for performance improvement
Responsible for administering coaching, training, and progressive discipline as needed to ensure team members deliver excellent customer service to JEA residential, commercial, and industrial customers
Depending on assignment, in addition to supporting English speaking employees, the assigned position will support bilingual (Spanish/English) employees to include: handling Spanish language customer escalations, quality monitoring of Spanish language calls, Spanish language translations, Spanish language written correspondence and other duties as required providing a quality customer experience for Spanish speaking customers.
Responsible for effectively managing team dynamics (relationships, morale, communications, etc.) to enhance employee job satisfaction and performance
Responsible for working effectively with other customer contact managers to improve performance of entire Customer Relationships customer contact team
Responsible for ensuring direct reports follow all credit and collection policies to achieve JEA financial goals
Partners with Manager Customer Resolutions to ensure all escalated residential contacts achieve acceptable resolutions
Partners with Manager Customer Resolutions to monitor the escalation process from his/her team and works with Residential Business management peers to minimize non-value-added escalations
Responsible for managing and safeguarding of large sums of cash at autonomous JEA branch locations
Responsible for ensuring estimated restoration times are managed, frequent service failures are addressed, and researching historical outage records as needed
Responsible for ensuring direct reports are fully informed of all critical communications and procedural changes
Thorough working knowledge of JEA's core businesses (electric, water, sewer), JEA's billing system, rates, and JEAs Outage Management Systems
Solid understanding of Electric Distribution, Water/Sewer operation & maintenance and restoration processes
Solid understanding of all JEA customer policies and procedures
Managers in this position must also be available to work nights and weekends, as well as unscheduled hours in response to large system outages caused by storms and other events
Demonstrated expertise in Customer Relationship Management (CRM) best practices, policies, and guidelines
Demonstrated understanding of high-volume customer billing and information systems
Familiar with latest technologies in call processing, routing, customer contact management, workflows, operational efficiency, and personnel scheduling
Capable of empowering employees to make decisions and take ownership for issue resolution
Demonstrated ability to translate analytical results into implementation plans
Basic understanding of JEA's electric, water, and wastewater utility operations
Working knowledge of JEA's rate tariffs
Solid understanding of scheduling operations for a 24x7 work group
Understands basic needs and desires of commercial, industrial, and residential electric, water and wastewater customers
Knowledgeable in providing solutions regarding general inquiries, billing, service outages and risk management
Demonstrated ability to understand and resolve external and internal customer issues
Demonstrated ability to operate effectively in highly stressful situations
Excellent verbal, interpersonal, and written communication skills
Able to coach and motivate employees to achieve excellent performance
Education: An associate's degree in business, management or related field required; a bachelor's degree or higher preferred
AND
Experience: Five (5) years successful business experience with demonstrated experience in a high volume, multi-contact, customer service environment and/or financial branch management. Experience in "Best in Class" Call Center Management Practices.
OR
An equivalent combination of education, experience and/or training.
License/certifications/registrations: A valid driver's license is required prior to appointment and must be maintained during employment.
Dependent upon assignment, specialized recruitment may require bilingual English / Spanish proficiency.
This position requires that employees be in compliance with JEA procedure ES A0200 A0101 RS 628 Screening Personnel Risk Assessments (pre-hire for FACTA designations; pre-hire and recurring for CIP designations).
* The minimum salary for this position is $94,500 annually. Total compensation is commensurate with education, licenses, certifications, skills, and experience.
PHYSICAL REQUIREMENTS
Sitting
Up to 8 hours per day
Lifting
Up to 2 hours per day
Walking
Up to 5 hours per day
Up to 50 max. pounds **
Standing
Up to 3 hours per day
Pushing
Will not generally apply
Bending
Up to 3 hours per day
Up to 50 max. pounds**
Squatting
Up to 2 hours per day
Pulling
Will not generally apply
Stooping
Up to 2 hours per day
Up to 50 max. pounds**
Reaching
Up to 2 hours per day
Climbing
Up to 1 hour per day
Balancing
Up to 1 hour per day
Stairs
Up to 1 hour per day
Twisting
Up to 1 hour per day
Ladder
Will not generally apply
Crawling
Will not generally apply
Equipment
Will not generally apply
Kneeling
Will not generally apply
Outdoors
Will not generally apply
Unusual hearing or vision demands:
None
Other physical demands or notes:
Normal sense of hearing and smell; normal range of motion; normal sense of balance. Perform work under noisy conditions.
**JEA employees should not attempt to lift, pull or push a load in excess of 50lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.
About JEA
Sourced by ZipRecruiter
Industry
Utilities
Company size
1,001 - 5,000 Employees
Headquarters location
Jacksonville, FL, US
Year founded
1895