NW Contact Center Representative (FT)

Description

Company Overview

FHC has been a national leader for over two decades, providing contact center, financial recovery, loan servicing, and business process outsourcing (BPO) solutions. As an industry leader, we proudly support clients across higher education, government, financial services, healthcare, telecommunications, and utilities.

We’re hiring exceptional Contact Center Representative's for an exciting opportunity supporting a state-wide program. This role offers the chance to make a meaningful impact while working in a professional, fast-paced environment.

Project Hours of Operation: Monday – Friday, 10:00 AM – 9:00 PM EST (7:00 AM PST- 6:00 PM PST)

Essential Functions

• • Receive high volume in-bound calls and assist customers with starting/stopping/transferring service
  • Respond to incoming calls from customers in a professional and courteous manner.
  • Occasional out-bound calls for verification purposes
  • Document interactions in the system accurately and efficiently through data entry.
  • Research and resolve customer questions and issues using online tools and systems
  • Operate multiple applications, databases, and computer programs
  • Assist customers with setting up payment arrangements, budget billing and processing payments
  • Guide customers in setting up and accessing their online accounts.
  • Assist customers with reviewing and disputing invoices accurately.
  • Investigate billing discrepancies and reconcile credits, payments, and account balances as needed.
  • Maintain confidentiality of sensitive information in compliance with regulations.

Competencies

•        Basic to intermediate knowledge of utility regulatory requirements, codes, and operations needed to prioritize and oversee customer interactions.
•        Demonstrated ability to learn and apply organizational structures, policies, procedures, processes, and department-specific requirements.
•         Ability to interact professionally with internal and external employees and customers to answer questions and resolve issues with tact and diplomacy.
•         Ability to handle sensitive and confidential information in compliance with PCI requirements and Personally Identifiable Information (PII) policies.
•        Proven success working in a customer service environment, including the ability to:
• Focus on tasks and follow established procedures
• Apply procedures in the correct sequence
• Make decisions with limited information
• Work effectively within a structured team environment

·        Knowledge of utility industry processes, including:

• • Issuing meter and service orders for inspections and adjustments
  • Reviewing credit information to determine security requirements and financing eligibility
  • Responding to billing and account inquiries, including high bills, payment history, credit tracing, and rate applications
  • Determining appropriate actions for open and closed service accounts
  • Meeting established quality and productivity standards
  • Following Customer and Emergency Contact Center protocols for gas odor complaints and emergency situations
•      Ability to report on operational directives and performance metrics at prescribed intervals, such as weekly and monthly reporting.
•         Ability to support emergency response and business continuity protocols and assist with customer service operations during company-wide emergencies.

 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

 

Requirements

Preferred Education and Experience

• Experience meeting performance metrics in a high-volume customer contact center environment.
• Utility customer service experience is strongly preferred.
• Experience handling service initiation, transfers, billing inquiries, payment arrangements, and account maintenance.
• Proficiency with Internet Explorer, Microsoft Excel and Word, Outlook email, and Adobe Acrobat
• Excellent data entry and typing skills
• Highschool Diploma or equivalent
• Bilingual Spanish is a plus
• Veterans encouraged to apply

 

Working from Home Requirements:

• Reliable high-speed internet (hard wired ethernet connection required) with minimum of 25 MBPS for Upload and Download speeds.
• Private, quiet, and distraction free room/office space
• Adhere to Telecommute Policy in its entirety

 

Work Authorization/Security Clearance Requirements

• Required to pass Federal background screening and/or state level criminal background screening.

Physical/Mental Demands

Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines & work extended hours as needed; and interact with vendors and staff in the course of work.

 

An Affirmative Action / Equal Opportunity Employer

F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other protected class under applicable law. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.

If you need an accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com.

Summary

High school diploma or equivalent, customer contact center experience, strong data entry and typing skills, and proficiency with Microsoft Excel, Word, Outlook, Internet Explorer, and Adobe Acrobat.

Key Responsibilities

• answering calls
• resolving inquiries
• processing payments

Skills & Tools

Internet Explorer, Microsoft Excel, Microsoft Word, Microsoft Outlook, Adobe Acrobat

Job Details

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Arizona or Colorado or North Andover
• Salary: USD 31,200 – 34,320 / year
• Languages: English

Benefits

• Generous paid time off

About F.H. Cann

A business process outsourcing provider delivering contact center, financial recovery, and loan servicing solutions. — Industry: Consulting Services